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“It’s my fault!”, whew, that feels good

Wedding Business Solutions Podcast with Alan Berg CSP - It's my fault!, whew, that feels goodMany wedding and event pros think that taking responsibility for mistakes, especially those out of their control, makes them seem weak. That couldn’t be further from the truth. Accepting responsibility is actually a sign of strength. After all, when you’re the customer, do you like businesses to pass the buck or try to lay blame on you when things go wrong? I’ll bet you don’t.

Listen to this 9-minute episode and hear how you can show your strength when something goes wrong, and still make the customer happy!

If you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or visit my website www.AlanBerg.com

Please be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com

Listen to this and all episodes on Apple Podcast: http://bit.ly/weddingbusinesssolutions

Watch this and all episodes on YouTube: www.WeddingBusinessSolutionsPodcast.tv

Below is a full transcript. If you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or contact me via textuse the short form on this page, or call 732.422.6362

Please be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com


– It’s my fault! I did it! It’s all on me! You know what? Sometimes it feels really good to be able to say that. But it’s also a really good reason in your business why it’s good to sometimes say “It’s my fault.”

– Hi, it’s Alan Berg with the Wedding Business Solutions podcast. Thanks so much for tuning in. Today I want to talk about taking responsibility. It’s actually based upon a blog post that I wrote, which is called, “It’s My Fault.” Boy, that feels good to say that doesn’t it? See, so many people are afraid to take responsibility for things going wrong, because they think that it makes them weaker. I actually think it makes you stronger when you’re able to admit that you screwed up, because people will believe you more. Think about someone that never wants to take responsibility. You don’t believe them when they say they did something right, because they never ever admit to having done something wrong. And let’s face it, every one of us screws up sometimes, right? I’m a very happily married man, because I’m able to say: “It was my fault.”

Actually, I remember a comedian one time saying he wakes up every morning, turns to his wife and says, “I’m sorry. “I don’t know if I’m going to screw up today or tomorrow. “But I just want to get I am sorry.” Now that of course, is a joke. But the reality is, your ability to say that you screwed up, and then go ahead and work hard to make it right, is what makes you stronger in business and stronger in life. Some of my best friends in the wedding and event industry are people that I met because something went wrong when I was Vice President of Sales at The Knot, and we were able to handle it quickly, make it right, and that makes you have a lifelong customer. In my case, lifelong friends with many people.

See, nobody called me when I was Vice President of Sales to tell me how happy they were, right? They might have told me at a conference or something. But nobody ever just goes out of their way to tell you how happy they are, right? You get people that complain when something is wrong. By the time somebody got to me they been through one, two, three, sometimes four different people to get to me. So at that point, you know what they want? They want to be heard. They want to be heard. And what I would want to let people know is you’re being heard, and this happened on my watch. No, I didn’t make it happen. No, I didn’t screw it up personally. No, I didn’t push some buttons and make your ad drop off or something. But that doesn’t matter. What matters is you’re talking to me about it, and I’m going to take ownership of that. And I’m going to make this right for you.

So, I took responsibility for the fact that things went wrong, which is not the same as saying that I personally did it. Now when I personally did it, of course, I took responsibility. I remember another time, I saw a bunch of emails going back and forth. And what I learned in the corporate world is when you’re being CC’d, they’re not expecting you to reply, they just want you to know that this is happening. And I saw that something had happened with somebody’s ad somewhere. And people are going back and forth, trying to figure out what happened, basically trying to point blame and say, why did this happen? And I felt compelled to jump in and say “Has anybody told the customer that we’re working on this?” And they say, well, no, we’re trying to figure out what happened. I said, I got that. But the customers can’t see that. They don’t see you running around trying to get this right, what they see is nothing. So we need to first go and say, “Hey, we heard you, we’re working on this, just want to let you know, let me give you a reasonable timeframe that we’ll get this done right.” And then we’re going to work to do that. It makes us stronger to be able to say yes, we accept the fact that this happened. We are working to make this right. And then of course try to over-deliver on doing that, on making that right. But, being heard is the one thing.

But I see this all the time online. I see this in it, you know, in the news and stuff and people just always try to say, “Hey, it wasn’t me. It wasn’t me. It wasn’t me.” Right? I’m the first one to say, “Listen, if I’m in charge, it happened on my watch. I am responsible to make this right for you. It is our fault that this happened. We are so sorry that we have to have this conversation about this because we wish everything went the way it’s supposed to. It didn’t. Let’s make this right.” Now, I know there are exceptions to everything out there. There are people that are going to try to take advantage of you, say that you’re wrong. But you know what, I respect someone so much more when they’re able to say that “I screwed up”, they’re able to say, “You know what? I tried, I did this, and it didn’t work out the way that we were trying to make it work out for you. My fault. We made this go wrong.” I know when I call tech support, I’m pretty techie. So, I go through a lot of different things before I call tech support. And when I do I say “Hey, listen, clearly I did something because I screwed this up here” or as we say the problem lies between the chair and the keyboard, right? So, “I screwed this up. Here’s what I’ve done already to try to fix it and it hasn’t worked. Can you help me make this right?” And so often that the tech support people will say to me, “Thank you so much. Thank you for admitting that you screwed it up. Because so many people like to blame it on oh, the cat walked across the keyboard or you know, somebody else must have done something here because they don’t want to take responsibility.” We’ll get to the solution so much faster if you would just admit that you screwed it up there.

So you know what, it’s my fault. Not all the time. But if somebody comes to me and something happened on my watch, it’s my fault. I shouldn’t say that. It’s my responsibility. I had somebody called me one time back in the DVD days, they were driving in their car, they had a portable DVD player, you remember those, portable DVD players it was sitting on the passenger seat. They weren’t watching my DVD at the time, but it would the DVD was in there. They had an accident, the DVD player went flying and broke and the disc broke. And they called me up and they said, “Hey, listen, you know, I had the accident here. The disk broke, I need to get another one. I need to buy another one.” And I said, “First of all, are you okay?” Right, you had an accident in your car, are you okay? And they said, “No, no, I’m fine.” I said, “Okay, good.” I said, “So the disk broke, it was in there.” They said, “Yes”. “So which one was it?” They told me which one it is. I said “All right let me get your address.” I got the address. I said, “Okay, I’ll have that in the mail to you today.” They said, “Well, how much do I owe you?” I said, “You don’t owe me anything. You bought it, you want it to watch it, you can’t watch it now because it’s broken. It’s not like you’re looking for a second one, you’re looking to replace the broken one there.” I said, “Here you go.”

I could have asked for the money, they were willing to pay me the money. But that’s not the point. The point is, I’m going to take responsibility for you not being able to watch that, that you want to watch my content. And the cost of that second disc for me is small compared to you not being hurt in the accident, and wanting to watch my content. You know what, that might have turned into more business for me later, it might not have, but it felt good to do the right thing. And you can’t go wrong, doing the right thing.

So think about the next time that you are in charge. Whether or not you personally screwed something up, whether you are in charge, whether it happened on your watch, are you trying to point blame to someone else, are you try to figure out who’s responsible for this? We should figure out why something went wrong. First, we should make it right. First, we should make the customer happy, or they your family member or whoever it is that you’re dealing with. First, we should make this right. And then let’s go back and figure out what went wrong, so it doesn’t happen again. But that taking responsibility, taking personal responsibility is a strength. It’s not a weakness. So please think about this. When you see other people just always trying to blame other people, blame other people, they think they’re going to be weak. No, they’re being weak by not accepting responsibility.

By not being able to say, “Hey, you know what, things aren’t always perfect. We’re going to make this right for you.” That’s what you should be doing. So, whether you call this a podcast or a personal rant or a personal, maybe confession, one of the above. But, you know what, it’s often my fault and when it is I’m going to say it is & when it’s not, okay, it’s not my fault, but I’m still going to make it right. So, I hope this helps you. Thanks for tuning in to this. I’m Alan Berg. Thanks for tuning into the Wedding Business Solutions podcast. If you have any suggestions for any new topics, for any guests, because I do some with guests as well, or any questions related to any of this, please reach out to me directly at alanberg.com. Please subscribe to this channel. If you’ve not already done so leave a review and a rating it helps with the podcasts. It definitely helps us. And if you don’t get my emails with the updates on the newest episodes, as well as where I’m going to be speaking in any upcoming coming workshops or things like that, just go to connect with alanberg.com you can sign up right there. Thanks for tuning in. I look forward to seeing you on the next episode.

I’m Alan Berg. Thanks for listening to this episode of the Wedding Business Podcast. If you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or contact me via textuse the short form on this page, or call 732.422.6362

Please be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com

Listen to this and all episodes on Apple Podcast: http://bit.ly/weddingbusinesssolutions

Watch this and all episodes on YouTube: www.WeddingBusinessSolutionsPodcast.tv

©2021 Wedding Business Solutions LLC & AlanBerg.com

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