We all make mistakes. If we really want to provide the best customer experience we apologize and correct our mistakes as soon as we become aware of them.

But sometimes, despite our best efforts, one mistake leads to another, and another, and another, until fixing them is an exercise in futility. Or maybe the initial mistake is so big it's unmanageable.

You can walk away from those situations, head hanging, angry with yourself, your employees, your customer or a third party to the transaction (like delivery people, service people, and so forth). Or you can learn from your mistake(s) and take action(s) to avoid making the same mistake(s) in the future.

How do you make sure you're learning what you need to learn to create a more successful customer experience in the future? Listen! To your customers.

Bill Gates is quoted as having said, "Your most unhappy customers are your greatest source of learning." If I had to guess, I'd say that he probably knows this from experience.

So take a tip from Bill (and me). Listen to your customers to learn what went right and, especially, what went wrong. Listen as they tell you what to do to correct mistakes, to improve quality and to improve your service. Put aside your hurt feelings and ego and use the experience to help you excel and stand out in your market.

Happy selling!

Pat Hassett