I recently had one of these opportunities.
First, let me say that my staff is great and we all work together for the families we serve. But, at the end of the day, the responsibility of the business is all on me. Ultimately that means any learning opportunity made by my staff is mine and I have to fix it.
We recently had a family call whose father had passed away and the mother was in hospice. When they called, they requested information on our Before the Fact program. Unfortunately, After the Fact information was sent. While it might not sound huge, when you give information about deceased services to a family whose mother is still alive, it is grounds for a HUGE learning opportunity.
As you can image, I immediately went into action with an apology, an acceptance of responsibility and a gesture to help make the situation right. At that point the family can either accept or reject what I proposed. In the end, it’s the only thing I can do.
Since I consider this to be a perfect mistake, I’m working on not making one of this type again, however unrealistic it may be.