What happens when someone royally screws up?

Mistakes happen.
But when you’re starting your business, or running a small business, a small mistake can be costly.
Someone forgets to follow up – and there’s an angry customer emailing me. A major typo shows up in the headline of a press release.
Yup. Those are the kind of things that HAVE happened to me.
Do I fire staff? Only if it’s a pattern.
What I have them do is outline where the slip-up happened and then create a process or mechanism for it NOT to happen again.
Then I step in and apologize to the person(s) effected. After all, it’s ultimately my …read more