A few years ago, I started a podcast entitled Mistakes Make Magic. I started this podcast because I realized that mistake making was inevitable in business. It’s going to happen for everyone, whether you’ve been in business for 10 years or you’re just starting out. 🤷🏼♀️
Every single person I interviewed had made common business mistakes at some point. I quickly discovered that there are good ways to handle mistakes… and some NOT so good ways to handle them.
OF COURSE we want to handle our mistakes with grace and wisdom. So today, we’re diving into common business mistakes and how to best handle them for a growing, thriving business!
Give Yourself Time
When a mistake occurs and it’s brought to your attention, give yourself time to think. ⌛
Especially if you’re a people-pleaser (I get it – I want everyone to be happy!), I think the tendency is to rush into a situation and try to fix it or defend ourselves.
I want to encourage you to take a step back and sit with it. Think through it. Plan. When you’ve given yourself appropriate time, that’s when you should take action.
If your client is asking you to respond right away, you can let them know their email has been received and they can expect to hear back from you in a certain amount of time. That will give you the time and space you need to sit with your feelings and plan your next move.
That being said, try not to wait longer than 24 hours to get back to the client. Put yourself in your client’s shoes: if something went wrong, you’d definitely want to feel like you were heard and the situation was rectified.
Listen to the Client
When you do connect with the client, listen. Don’t interrupt. Don’t defend yourself or make your case. Just. Listen.
Let them go over what went wrong, what they’re feeling, and all the things they’ve been thinking. They probably have a lot to say!
Have this conversation in person or over the phone. Sometimes things can get lost in translation over messages or emails. Anytime something has felt confusing, messy, or like it could lead to a problem, I’ve always jumped on the phone with a client. I’ve absolutely never regretted it – it’s always been the right decision.
Ask the Client for a Solution
Of course, I want you to have a solution in mind to resolve the issue. But ultimately, inquire with the client what they feel would be a solution to the problem.
So many times, we feel like we need to fix what’s going on or tell them what needs to be done, but the client may have come up with a simple solution you haven’t thought of before. So in addition to listening to them, you also want to ask them what they’d like to see happen to make the situation right.
Don’t Give Up
At this point, you’ve:
- Worked through the problem together
- Listened to them
- Inquired about solutions
And maybe you’re feeling really discouraged. Maybe you’re feeling down and upset. Trust me, I’ve been there before! 😔
Here’s my best advice: Don’t throw in the towel. Don’t be so sad that you aren’t able to move forward. Try to get in the mindset of working through the issue and getting to the other side, so you can walk away with a happy client.
During the conversation, try to keep your spirits high. Remember that most things in life are fixable. There’s usually something you can do to make the situation better.
Once you’ve gotten to that point, gather yourself together and be confident in the fact you CAN move through this. 🤍
Get to Work
The client has given you a solution, you’ve agreed to it and decided to move forward. Now it’s time to get to work!
If that solution involves extra work, like additional editing, I want you to REALLY prioritize this client. I know it might be the last thing you want to work on, especially if it’s been a source of stress for you… but if you can resolve this issue well, you’ll feel way stronger and more positive toward your business once you move through it.
Think about a friendship or relationship where you had an argument. When you work through that, your relationship comes out stronger on the other side! The same is true for your business.
Don’t Make it the Planner’s Problem
If you’re a wedding photographer, chances are you’ve worked with a wedding planner before. If there’s a planner involved with the client who has the issue, the planner has likely already heard about it.
I want you to keep in mind that you should not make this issue the planner’s problem. You should communicate with the planner AFTER you have resolved the issue with the client yourself.
Example: “We have had x issue, but I’ve talked to the client. This is the solution we’ve come up with. I just wanted to let you know that I’m working on it and I’ll keep you posted.”
What you DON’T want to do is go to the planner and make them the middle man. Keep them informed, but only after you’ve resolved the issue yourself.
Don’t Talk Badly About the Client
When the issue is resolved – because you WILL resolve it 😉 – I want you to resist the urge to bad mouth the client.
It’s VERY tempting when you’re feeling bad about things to screen grab your client conversation and post it on a forum or talk about it with your friends. But when it comes to these sensitive situations, especially ones that are highly emotional, I want you to keep it in house.
Work through it with your business partner. If you have one business bestie you truly trust, have them be a sounding board who can encourage you when you’re feeling down.
However, don’t go and spread the name of this person to others or even talk about the situation. That will only negatively amplify how you’re feeling and potentially negatively impact your business.
Know that in the end, you’re doing the best you can to make it right. If you need to seek counsel, be very careful who you’re talking to. Consider if they’re a trusted, experienced person who can keep the situation confidential.
Don’t Let the Situation Get You Down
It’s super common to play a mistake in your head over and over and feel like you just want to give up.
But remember, we ALL go through times when things don’t go perfectly! I’ve been photographing for almost 15 years now, and we’ve had our fair share of common business mistakes to work through. But because I followed the steps I’m sharing with you now, those clients walked away over the moon happy. We reconnected and were still able to feel excited about the event!
I’ve seen it firsthand… when you can resolve a client issue well, they truly can become your biggest raving fan! 🤍
Be Confident in Your Business
Common business mistakes and client issues can stem from inconsistent practices. Before you do anything, you need to be super confident in your business and WHY you’re charging what you do… to help avoid client conflict to begin with!
Do you ever struggle to price your products? Do you use other people’s pricing without really being sure WHY or if those prices are right for you? 😓
I created my Pricing Guide to help you:
- Understand the WHY behind your base prices
- Decide what to charge for your photography
- Cover your expenses to remain profitable and sustainable
Check it out below ⤵️
