I was thinking aboutlate clients the other day and about how frustrating it can be. Somehow my thoughts meandered back to the last time I messed up and completely forgot an appointment, remembering it at the last minute and then rushing over only to be 20 minutes late by the time I hopped on the massage table. I was, of course, mortified. So, I apologized. Profusely. I didn’t lie or weasel my way out of it. I just owned it. Did my massage therapist forgive me for my infraction? Well, I think so. I hope so. If anything, she realized I had goofed, that I had owned it, and that I was sorry. She knew that I valued her time even if I made a mistake.
So, here’s my question for the day: What do you do when you make a mistake that impacts your client/s? Well, you apologize (I hope). You don’t ignore it or brush it off. Will you necessarily repair the damage? Maybe.Maybe not. But, you’ve been sincere and owned it. People recognize sincerity and they appreciate it. It won’t always be enough to salvage a professional relationship, but it surprisingly often is (assuming, of course, the infraction isn’t a common occurrence).
Bottom line: Apologize if you mess up. And mean it. More often than not, you’ll be forgiven. Forgiveness is a powerful thing.