You’re only as good as your last shipment…

[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][split_line_heading animation_type=”line-reveal-by-space” font_style=”h2″ text_color=”#000000″ line_reveal_by_space_text_effect=”default” content_alignment=”default” mobile_content_alignment=”inherit” link_target=”_self” text_content=”Or in the case of CrowdStrike – their last outage.”][/split_line_heading][vc_column_text]

Businesses and people spend decades building brands of reliability and trust. But sometimes the one wrong you make is so catastrophic in the eyes of the customer – it tips the scale, and you must not only repair – but rebuild. I feel for all the businesses and people directly impacted by the outage.

In logistics, they often say “You are often only as good as your last shipment.” You can ship on time, accurately, and in compliance 99% of the time, but as it often happens, the one shipment that goes wrong is the one that absolutely couldn’t – and it turns heads.

For me, and probably for most, how a person or organization responds when things don’t go well is most important. It typically reveals what a person/organization stands for and what they’re willing to do to make things better. To be clear, this doesn’t always have to have a monetary cost – though that’s usually part of the solution.

I must admit I may not always get this right the first time – here’s a framework for issue resolution.

[/vc_column_text][/vc_column][/vc_row][vc_row type=”full_width_content” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#ffffff” scene_position=”center” top_padding=”5%” bottom_padding=”5%” left_padding_desktop=”6%” constrain_group_2=”yes” right_padding_desktop=”6%” left_padding_tablet=”8%” constrain_group_4=”yes” right_padding_tablet=”8%” top_padding_phone=”25%” left_padding_phone=”24px” constrain_group_6=”yes” right_padding_phone=”24px” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” zindex=”10″ overflow=”visible” id=”features” advanced_gradient_angle=”0″ overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_color=”#0a0a0a” shape_divider_position=”top” shape_divider_height=”1″ bg_image_animation=”none” gradient_type=”default” shape_type=”straight_section”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_sticky_media_sections content_position=”right” content_spacing=”50vh” media_width=”60%” media_height=”75vh” mobile_aspect_ratio=”4-3″ border_radius=”15px”][nectar_sticky_media_section section_type=”image” image=”9195″][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” top_padding=”15vh” top_padding_tablet=”0″ text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][split_line_heading animation_type=”line-reveal-by-space” font_style=”h2″ line_reveal_by_space_text_effect=”none” stagger_animation=”true” content_alignment=”default” mobile_content_alignment=”inherit” link_target=”_self” text_content=”Listen To Understand Empathy”][/split_line_heading][nectar_responsive_text font_size_min=”16px” font_size_max=”21px” font_size_desktop=”1.2vw” font_line_height=”1.7″]

Hear them out. Allow them to explain, vent, and air their grievances. Acknowledge their feelings and frustrations. Put yourself in their shoes – remember they too have a customer to answer to.

[/nectar_responsive_text][/vc_column_inner][/vc_row_inner][/nectar_sticky_media_section][nectar_sticky_media_section section_type=”image” image=”9211″][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bottom_padding_tablet=”0″ text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][split_line_heading animation_type=”line-reveal-by-space” font_style=”h2″ line_reveal_by_space_text_effect=”none” content_alignment=”default” mobile_content_alignment=”inherit” link_target=”_self” text_content=”Own It / Apologize”][/split_line_heading][nectar_responsive_text font_size_min=”16px” font_size_max=”21px” font_size_desktop=”1.2vw” font_line_height=”1.7″]

For many, this can be hard to do – especially for perfectionists -they care so much that making a mistake triggers a feeling of shame. In their eyes, they’ve let their client, colleagues, company – and most importantly themselves down. However, we must put our bruised egos aside, practice self-compassion, and quickly begin the repair process. OWN the mistake and APOLOGIZE FAST. The quicker you do this the quicker you can start making things better.

[/nectar_responsive_text][divider line_type=”No Line” custom_height=”100″][/vc_column_inner][/vc_row_inner][/nectar_sticky_media_section][nectar_sticky_media_section section_type=”image” image=”9198″][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bottom_padding_tablet=”0″ text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][split_line_heading animation_type=”line-reveal-by-space” font_style=”h2″ line_reveal_by_space_text_effect=”none” content_alignment=”default” mobile_content_alignment=”inherit” link_target=”_self” text_content=”Learn / Teach”][/split_line_heading][nectar_responsive_text font_size_min=”16px” font_size_max=”21px” font_size_desktop=”1.2vw” font_line_height=”1.7″]

This is a golden opportunity to learn and teach not finger point – don’t waste it! Adversity often creates an environment to solve problems creatively. Tighten up your process, create better workflows, and teach others. Share the learnings internally – this is what makes teams better.

[/nectar_responsive_text][divider line_type=”No Line” custom_height=”100″][/vc_column_inner][/vc_row_inner][/nectar_sticky_media_section][nectar_sticky_media_section section_type=”image” image=”9197″][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bottom_padding_tablet=”0″ text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][split_line_heading animation_type=”line-reveal-by-space” font_style=”h2″ line_reveal_by_space_text_effect=”none” content_alignment=”default” mobile_content_alignment=”inherit” link_target=”_self” text_content=”Make It Better”][/split_line_heading][nectar_responsive_text font_size_min=”16px” font_size_max=”21px” font_size_desktop=”1.2vw” font_line_height=”1.7″]

Resolution looks different for every person and organization. This is when knowing your client and having a strong relationship is most important – sort of like knowing your partner’s love language. You’ll want to offer a fair and appropriate solution for your counterpart. By the way – it’s not always about money – but how quickly you respond can often save you time, money, and reputation.

[/nectar_responsive_text][divider line_type=”No Line” custom_height=”100″][/vc_column_inner][/vc_row_inner][/nectar_sticky_media_section][/nectar_sticky_media_sections][/vc_column][/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][split_line_heading animation_type=”line-reveal-by-space” font_style=”h2″ text_color=”#000000″ line_reveal_by_space_text_effect=”default” content_alignment=”default” mobile_content_alignment=”inherit” link_target=”_self” text_content=”Come Out Stronger”][/split_line_heading][vc_column_text]

There are no failures, only lessons. The loss of reputation or business has already occurred so find that silver lining, learn something and come out stronger.

– Nunzio & Anthony

[/vc_column_text][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” centered_text=”true” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” column_padding_type=”default” gradient_type=”default”][nectar_btn size=”jumbo” button_style=”regular” button_color_2=”extra-color-gradient-2″ icon_family=”default_arrow” url=”/contact” text=”Let’s make the world smaller!” css_animation=”zoomIn” margin_top=”30″][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” top_padding=”1%” bottom_padding=”1%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” gradient_type=”default” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default” custom_height=”50″][/vc_column][/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]

Questions? All you have to do is contact us.

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