Righting Your Mistake With Minimal Impact

By Andie Mirabal

gg-blog-header-img

We get it. Things happen. As humans, we make mistakes including typos, misunderstandings and even planning inaccurately. And while technology might help reduce error, it is still prone to crashes, bugs and other mishaps. So, when these things do happen, what’s the best way to manage these issues? Communication.

Our team uses MailChimp regularly to distribute newsletters and reports. And as you probably know, deadlines loom each and every morning to get reports and other items out. Recently, I logged in to MailChimp to send a daily report and there was a server crash. Below are three things that we can learn from this server crash situation.

  1. It’s not the mistake.  It’s how you acknowledge it. Most people understand that mistakes happen. We’ve all been there. Take some time to acknowledge the mistake and do what’s best for the customer and the situation.
  2. Be transparent and own your mistake.  As unforeseen circumstances happen, take time to notify your stakeholders. This message can be used to acknowledge the problem and update your audience on the plan of action. This can also diffuse the situation and reduce the amount of backlash. In this case, MailChimp placed a message directly on their website with information (see image below). Social media accounts were also updated with the same consistent messaging.
  3. Provide stakeholders with a line of communication. Provide the stakeholders of your company with a way to stay updated. MailChimp provided a link to their Twitter page. By doing this, the company can better control the messaging and respond to users in one place.
  4. Don’t dwell, learn. As with any mishap, use as a learning experience. If your server crashes, investigate and figure out how this can be avoided in the future. Mistakes happen, so make the most of it!

About Andie Mirabal

Andie Mirabal is the Director at The Garrity Group. She is a visual media enthusiast with a love for telling stories. To learn more about Andie, click here.

Published August 31, 2018

featured articles

GPS ANALYSIS: Healthcare Industry

GPS ANALYSIS: Healthcare Industry

GPS Analysis: Healthcare Industry By Tom GarrityThe healthcare profession has some unique challenges when compared to other professions and industries.  Timely access to medical providers, confusing and opportunistic insurance carriers as well as the lingering...

read more
GPS ANALYSIS: Energy Industry

GPS ANALYSIS: Energy Industry

GPS Analysis: Energy Industry By Amanda MolinaEnergy is a defining issue in New Mexico. New Mexico’s oil and gas industry is fueling New Mexico's private and public sector. In 2022 the industry’s’ success generated recurring revenue for the state which surpassed $9.7...

read more
2023 Trust of State Government Officials

2023 Trust of State Government Officials

The About Perception Podcast: 2023 Trust of State Government Officials By The Garrity GroupAdd a headline here if you want. Tom Garrity and Matt Grubbs talk about how state government officials are perceived in New Mexico.Full TranscriptTom Garrity [00:00:05] Welcome...

read more

Schedule a Consultation

Request a time for your team to address a specific issue, learn more about the Garrity Perception Survey or lets discuss our work on your behalf.

Let's Get Social 

Insight is right at your fingertips! Connect with us on social media
to see the latest updates from The Garrity Group. 

connect with us

Join Our Newsletter

Stay up to date with our latest news and products.