Friday, December 14, 2007

What you can Learn from Kiefer Sutherland

Kiefer Sutherland, star of 24 is currently serving a 48 day jail sentence for a DUI. His popularity with fans has apparently not suffered. Kief is receiving boatloads of fan mail in jail.

Surviving a setback is not limited to celebrities. Many companies have not only made it though a crisis or bad publicity but emerged better and stronger. What’s the secret?

Fess up. Acknowledge your mistake and work to make it right. Whether you are dealing with one irate customer or a major recall, “We were wrong, we’ll fix it” goes a long way.

Learn from it. Adversity has a way of making us stronger. Take the time to assess what went wrong and why. What systems can be put in place to prevent the error from happening again? Don’t fix a problem one time, fix it for all time. If a customer brings something to your attention, standardize the solution.

Actions speak louder than words. Kiefer Sutherland admitted his mistake, apologized to his bosses and quietly made arrangements to serve his time. He did not make the talk show rounds with a tearful apology and public plan for redemption. Once you’ve acknowledged your error and set about fixing it. Let your actions continue to speak for you.

Bad things happen – in business and life. How you handle the tough times can show your customers (and competitors) what you’re really made of.

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