blameDo the following:

  • First determine whether or not you’ve identified the entire scope of the issue or problem. You don’t want anything hanging on the periphery to go unnoticed as that will slow the solution process.
  • Notify everyone affected by the miscue. If this is just a few folks, pinpointing them should be relatively easy; if it’s a sizeable number of people, start comprising a list, search your database or contact management system and go from there.
  • Take FULL responsibility for what went wrong whether or not the problem is traceable directly to you. Even if you’re not the instigator of what happened, you will likely have a hand in getting it fixed. No finger-pointing, just get moving in a solution-focused direction for now. Identifying those responsible can come later.
  • Apologize decisively and assertively to those affected. Do this not because it’s someone’s fault, but because people were inconvenienced somehow and you’re sorry they’re in this position.
  • Get moving on a solution for ameliorating the impact of the problem. If you believe it’s beyond you for whatever reason, seek outside counsel or expertise. Notify those affected as to what corrective action you’re taking and when they can expect it.
  • Devise an action plan complete with safeguards and fail-safes such that what happened will not occur in the same way again.
  • Solicit feedback as to whether the affected parties are satisfied with your efforts aimed at solving the problem. Thank them for enduring the inconvenience and for being patient while you were getting things fixed.

Consider all of the above, or you could blame, vilify, sulk, or hide – leaving all of those involved with what happened, hanging.

Then what?