Jan 26, 2023
Jason talks about the phrase "if you mess up, fess up," using Southwest Airlines' holiday meltdown as an example of how a veiled response can cost a company its loyal customers. He contrasts it with Bill Oakland's approach at Oakland Construction, where mistakes are owned right away and paired with an action plan, and shows how transparency builds trust with teams, customers, and companies.
What you'll learn in this episode:
- Why a veiled response hurts customer loyalty more than an honest apology
- How Bill Oakland's team owns mistakes and brings an action plan
- What to say when you mess up: own it, share the plan, ask what would make it right
- Why you never have to manage a trail of lies when you tell the truth
- How open communication builds trust with your team, customer, and company
The next time you mess up, will you fess up with a
plan, or hope no one notices?
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