從原本的失敗到五星級評價
By Rick Boxx
麥特一聽到一個不滿顧客羅傑的語音留言就心頭一緊。因為他聽到所有生意人最不想聽到的話：「我們不需要你的服務了，你的公司在這個計畫上已經沒有機會了。」
一開始他既失望又沮喪，但是他沒有找藉口或是請求顧客給他第二次機會。反而因為罪惡感他覺得自己應該做一些正確的事。所以他打電話給羅傑，告訴他只要已經繳交的費用可以全額退款，自己也會提供個人的服務保證解決這個問題。
羅傑因為麥特沒有用敵對的態度來回應他的挫折和失望，他的態度反而軟了下來。麥特用專業和關懷的態度來處理這個狀況，讓這個客戶在網路上給了麥特的公司五顆星的評價。除此之外，這也讓原本應該是大災難的事件變成公司繼續和擴張生意的契機。
因為麥特很快地察覺到公司表現不佳之處，原本的失敗變成五顆星的好評價。
當事情變糟的時候，我們常常會找藉口或怪罪別人，而不是認為是我們自己或是公司的錯。但是聖經舊約智慧書告訴我們:「遮掩自己罪過的，必不亨通；承認離棄罪過的，必蒙憐恤。」(箴言28章13節)
這不是保證說，承認自己提供的服務不讓人滿意，客戶就會繼續留下來。但是這是一個值得遵守的原則，請讓我來說明原因:
傷害顧客就是傷害神。「你的民因得罪你，你懲罰他們，使天閉塞不下雨；他們若向此處禱告，承認你的名，離開他們的罪，」(列王記上8章35節)
用賠償改正錯誤可以恢復關係。「你曉諭以色列人說：無論男女，若犯了人所常犯的罪，以致干犯耶和華，那人就有了罪。他要承認所犯的罪，將所虧負人的，如數賠還，另外加上五分之一，也歸與所虧負的人。(民數記5章6-7節)
承認錯誤可以給自己帶來醫治。「所以你們要彼此認罪，互相代求，使你們可以得醫治。義人祈禱所發的力量是大有功效的。」(雅各書5章16節)
以上的原則告訴我們認罪悔改、修補自己在生意上所犯的錯誤，對我們是很有益的。承認自己所犯的錯誤，並且承擔起責任來，是一個可以展示自己的真心悔改的機會。神以及其他的人會紀念你的。
本文版權為正直資源中心（Integrity Resource Center, Inc.）所有。本文獲得授權改編自瑞克．博克思的正直時刻Integrity Moments with Rich Boxx。這系列的文章是以一個基督徒的觀點評論職場的正直議題。更多相關訊息請上www.integrityresource.org。瑞克的新書「非典型企業」(Unconventional Business)提供了五個用神的方式來使企業成長的關鍵。
省思／問題討論
你的生意夥伴在他們沒有做到所承諾的事情時，會承認自己的錯誤嗎？如果有，你當時的反應是甚麼？下一次，你會信任他們，考慮再跟他們做生意嗎？ 你是否也有未達成顧客期待或標準而承認自己錯誤的經驗嗎？你當時做了甚麼？而顧客的反應又是如何？ 你覺得要承認自己的錯誤，並且去彌補錯誤，是一件很困難的事嗎？為什麼？ 你覺得在現實的生活中，客戶有可能會從原本想中止生意合作關係變成非常讚賞這個公司嗎？
備註: 如果你手上有聖經，想要閱讀更多關於這個主題的經文，請參考：利未記 19章18節；馬太福音 5章42-44節、7章12節；馬可福音12章33節；使徒行傳 20章35節
FROM FAILURE TO A FIVE-STAR REVIEW
By Rick Boxx
Matt”s chest tightened as he listened to the voicemail from Roger, an unsatisfied client. What he was hearing was something no businessperson wants to hear: “Matt, we will not be needing your services any longer. Your company dropped the ball on this project.”
Initially, his reaction ranged from disappointment to feeling disheartened. Instead of making excuses or begging for a second chance, however, Matt responded out of conviction that he needed to do the right thing. He called the client, offering a 100 percent refund on the fee that had already been paid, as well as his personal guarantee to correct the problem.
Somewhat surprised that Matt did not respond in a defensive manner, the frustration and disappointment of his client, Roger, suddenly softened. Encouraged by the professional and caring manner by which Matt handled the situation, the client responded with a 5-star online review of Matt”s company. In addition, this turned apparent disaster into an opportunity to continue and even expand their business relationship.
Because Matt had been quick to acknowledge his company”s poor performance, potential failure turned into a stellar, 5-star review and recommendation.
Too often we are tempted to offer excuses when things go wrong, or shift blame elsewhere, rather than recognizing our personal and corporate shortcomings. However, as the Bible”s Old Testament book of wisdom points out, “He who conceals his sin does not prosper, but whoever confesses and renounces them finds mercy” (Proverbs 28:13).
This is not a guarantee that admission of unsatisfactory service will always result in retaining customers, but it is a good principle to follow for these reasons:
Wronging a customer is also wronging God. "When the heavens are shut up and there is no rain because your people have sinned against you, and when they pray toward this place and give praise to your name and turn from their sin because you have afflicted them” (1 Kings 8:35).
Righting a wrong through restitution restores the relationship. "Speak to the sons of Israel, 'When a man or woman commits any of the sins of mankind, acting unfaithfully against the Lord, and that person is guilty, and must confess the sin they have committed. They must make full restitution for the wrong they have done, add a fifth of the value to it and give it all to the person they have wronged”” (Numbers 5:6-7).
Acknowledging a wrong brings healing for ourselves. “Therefore confess your sins to each other and pray for each other so that you may be healed” (James 5:16).
These principles offer powerful motivation for recognizing and making amends for doing wrong or failing to live up to our commitments in business. By taking ownership of our mistakes and admitting our failures can become an opportunity to showcase your heart. God, and others, will honor this.
Copyright 2017, Integrity Resource Center, Inc. Adapted with permission from "Integrity Moments with Rick Boxx," a commentary on issues of integrity in the workplace from a Christian perspective. To learn more about Integrity Resource visit www.integrityresource.org. His new book, Unconventional Business, provides “Five Keys to Growing a Business God”s Way.”
Reflection/Discussion Question
Has someone you have done business with ever acknowledged when they failed to fulfill what they had promised to do, and then made amends to you? If they did, what was your reaction? Did that restore your trust in them enough for you to consider doing business with them again? Explain your answer. Can you recall a time when you were the one admitting to having failed to meet the customer”s expectations and standards? What action did you take – and what was the customer”s response? Why do you think it is sometimes so difficult to admit our errors or failures, or to be willing to make amends when needed? What do you think about this real-life scenario, where a client had intended to terminate the business relationship, only to reverse his decision and end up highly endorsing the company that had failed?
NOTE: If you have a Bible and would like to read more about this subject, consider the following passages: Leviticus 19:18; Matthew 5:42-44, 7:12; Mark 12:33; Acts 20:35
