The Memorable Response

The response is more memorable.

The mistake, the business mistake - whatever it is - may be annoying and irritating, though not catastrophic. It may even be a blunder, though still not catastrophic. It could even be neglectful incompetence. Even that might not be catastrophic, though worse and more significant than a mistake or a blunder.

The mistake and the blunder, or the loss caused by neglectful incompetence, may not be what really matters. It's the response to the mistake and the blunder, or the neglectful incompetence, that matters. It's acknowledging and openly taking responsibility for the mistake, the blunder, or the neglectful incompetence that matters.

Whether we are providers or customers, whether we are sellers or buyers, whether we are internal service providers and customers or external service providers and customers, how we respond is important and may be all that matters. 

What we say, and do, to acknowledge what happened is important. Do not pretend that it's all good when you know that it's not, do not diminish the importance of anything, do not ignore it, and do not speak as if it did not happen. If it's serious, then speak about it as though it is. Get it out in the open, put it on the table, be truthful, and openly recognize whatever it is that happened. Everyone says what they should say and do or need to say and do, Then move on. 

More memorable than the mistake, blunder, or neglectful incompetence is the response to it and what we do about it. 

It's coming forward with a way to compensate for the mistake, the blunder, or loss in time and money caused by the neglectful incompetence that matters. 

The response to the mistake, blunder, or neglectful incompetence is much more memorable than the mistake, blunder, or neglectful incompetence itself - in business. 

The response is more important. The response is more memorable.