Sometimes a manager, or even the client, needs to be sympathetic and act as a parental figure in certain situations.
Every once in a while mistakes happen. And when that occurs, it’s important to not only handle the situation delicately with the client, but also with the employee involved in the situation.
In PR, it’s often said that you need to treat every client differently. They all have their own unique personalities, expectations, and so on.
But the same rings true for employees. Some are better at handling criticism. Others are not.
Whether you are the angry client or the disappointed account manager, there’s a right and a wrong way to deal with a situation.
Ask yourself these three questions before you react and decide the proper course of action:
1. Does the person who messed up have a history of this, or do they get 99 percent of their tasks right?
2. What was the reason for the mishap?
3. Was there a way I could have prevented this from happening?
Sure, some mistakes are more devastating than others, but before slapping that person on the wrist, treat the situation as if you are about to send out an important e-mail (perhaps the one you accidentally sent out in the first place!). In other words, think before you speak (or type). Make it a learning experience, not a trip to see the warden.
From the entry-level executive to the arrogant manager who walks around like they own the joint, everyone screws up at one point or another. And when that happens, someone should be there to pick up their spirits, not kick them while they’re down.
