WHAT TO SAY · PERFORMANCE
How to tell an employee about a mistake that affected a customer
How you react to a big mistake decides whether people tell you about the next one. Fix the problem first, then talk about what happened and how to stop it repeating.
Before you start
- Make sure the immediate problem is handled.
- Get the facts before you meet.
The script
- OPEN WITH
[Name], let us talk about what happened with [customer/order].
Here is what I know: [facts]. The effect was [effect].
Talk me through what happened from your side.
What do you think would stop this happening again?
Thank you for being open about it. I would much rather hear about problems early.
Replace the [brackets] with real details. Say it in your own words; the structure matters more than the exact wording.
If they say…
“I am so sorry. It was my fault.”
Thank you for owning it. Let us focus on fixing it and making sure the process catches it next time.
What to avoid
- Shouting or public blame.
- Assuming carelessness before you know the cause.
Related
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- How to tell an employee to stop working late and overworking
- How to tell an employee they are going on a performance improvement plan
- All 24 scripts