Growth5 Blog

Friday, June 12, 2009

You Have To Own It

After hours last night I found out that we had inadvertently contributed to a 24-hour delay on a project that couldn't afford a ten-minute delay. I got in my car and headed to the client in NY. One of our key people on the project left Baltimore about the same time on the train to NY. We were in front of the client early this morning.
"Client, we messed this up. It's our fault. I'm sorry. We never wanted to put you in this position, and I feel terribly about that. We're here to crank away on this with you and we hope to be back on track by the end of the day."
Thankfully, we were able to make a difference and the project seems to be back on track. The other vendors involved did a great job stepping up too. If we weren't under an NDA I'd love to give them credit here.

The last 20 hours have been tough, but a great reminder: You Have To Own It. We've all seen vendors over the years pointing fingers at each other and wasting time and energy making their case as to why it wasn't their fault. We don't want to be that kind of company. We owned up to our mistake immediately, took action instantly, empathized with our client, rolled up our sleeves side-by-side with them and fixed it.

When you tell clients you're going to partner with them you have to mean it and own that responsibility. Their projects are our projects. We messed up, that's not good, but we are going to learn from it and be better because of it.

I am really proud of how our team responded. Turns out the client was too.

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