Mistake Handling

Training

  1. Go make mistakes and recognize where and how they occur.
  2. Then, once an error is made, react this way; (This second element is crucial because, without it, mistakes are experienced as defeats rather than guideposts to success.)
  • “Errors are a natural part of the learning process;”
  • “The more errors you make, the more you learn;”
  • “Errors teach you what you are still able to learn.”

Optimal Operational Execution

In an organization, respond to mistakes as learning opportunities—

  • Don’t be an error hunter
  • Position yourself to be an error opportunist. Look to cash in on any unintended stumble by learning from it because you and your organization stand to profit handsomely in the long run.
  • Companies with a strong error management culture were 400% more likely to be among the most profitable companies in their industry.
  • It wasn’t guests with a seamless stay who reported the highest satisfaction ratings and future loyalty—rather, it was those who experienced a service stumble that was immediately put right by the hotel staff.

Robert Cialdini’s blog Inside Influence

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