As practice owners, you may occasionally come across a situation where an employee makes a mistake that results in a penalty for the client. While it can be tempting to write this off as a cost of doing business, there are a few things you can do to minimize the impact of these mistakes and avoid them in the future.
Having to face the consequences of an error or mistake can be an uncomfortable situation to be in, but they also give us valuable learning opportunities and help us become better prepared to act correctly in similar situations in the future.
An honest evaluation of the situation is essential to determine how to prevent the mistake from happening again. After identifying what went wrong, a carefully constructed plan can be implemented to make sure that similar circumstances do not arise again.
This process may involve revisiting policies and procedures previously established and making changes or additions that will ensure fewer chances of error. Employee training and awareness can also prevent mistakes and should be raised to a certain standard for all parties involved to understand their roles in detail. Taking these strides will go a long way toward ensuring future mistakes are avoided.
If mistakes are made repeatedly despite adequate training, then more significant action should be taken by the employer. This could include further one-on-one counseling, retraining, or, as a last resort, disciplinary measures. These actions should ensure that employees can complete their job to the required standard and create a safe and productive work environment for everyone in the workplace.
Taking the time to ensure that the client feels heard and valued, even when mistakes have been made, is also a key part of diffusing a negative solution. Following up with the client to say sorry for any miscommunication or inconvenience sets the tone for further relationships with them.
With every apology, make sure you follow up by offering something of value to resolve any issues and agree with your client. Being proactive in taking responsibility will create better customer relations, establish trust, and demonstrate that you take matters seriously.
I hope this helps.
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As a way of giving back to the Accounting Industry, Ed now contributes at a Board and Strategic level to many independent Accountancy Firms, helping them improve their efficiencies and run better businesses, resulting in better work-life balance through Wize Mentoring.
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