You’re human so how you handle mistakes is a need-to-know part of business. In a word, fast, is the Cliff notes here but stick around for this episode. I wish this is something I’d had to listen to and lean into when I was just starting.    Before I knew that hassles and mistakes and random website updates would happen… you know, all the stressful moments when you’re in a launch and the website goes down or it’s Black Friday week and the cart has a plugin update.    All just stuff.  But what about the times when you send an email with an incorrect link?  What about the typos you neglected to catch in a proofread?  And then the time when you used inappropriate language in a meeting with a contractor and he quits within hours?    I’ll share those and a few more mistakes with you in this episode. And most importantly, what we’ve implemented as the SOP to fix things.    Handle Mistakes with Grace (or at least tenacity)   If you’re just starting it may be hard to imagine you’ll make these mistakes. But if you grow, you inevitably will. Or someone working for you will. It’s just the fate of being human. Being human and juggling a lot of things in this life.    If you’re growing you’re probably experiencing these growing pains! 1 Customer service language really matters and it’s not going to happen by accident.    Give them some permission and authority to smooth things over on your behalf.   Can they offer…  A free access to a gift you don’t even have for sale?  A course they don’t already own?    Make it congruent with why they reached you in the first place!   Make it complementary to what they wanted. Problem with a “free” thing, give a low cost or “free” thing.    Problem with a paid thing, give them something hidden, invisible, or that you created for just exactly this purpose. Because we all know human error and technology are going to create instances where it just doesn’t work.    2 If it was a tech glitch or a campaign oversight it’s best to have a team member send.  You as the owner, unless you’re still wearing all the hats, should have your team member who missed something send the email.    The subject line includes an emoji and says Oops, We Goofed! Here’s this…    Inside, my team member will say, Hey this is “Sam”, you don’t usually hear from me, I’m behind the scenes of all the tech and programs here and you recently received an email with the subject line “xxxxx” and I made a mistake!    He’ll go on to say what the mistake was.. Something that shouldn’t have been sent.. Or was sent at the wrong time… or an incorrect link… but that then for me.. Makes me the good guy still.    He apologizes… and again restates what’s true and that’s it. Super short.. But from him.. Not me.. And explaining how embarrassed he is that what happened…    And it works so well. Often they’ll all comment, even have empathy for him for being so honest and quick to fix it.    If you want to do this, I suggest taking a screenshot, crafting a couple of examples. I had a developer who was great at this and just naturally did it. For my next hire we needed to go over why this was so important that it come from him when there was a mistake behind the scenes. Not everyone you hire will know to do this, so you’re going to help make it a safe place for mistakes to happen, and then train them how to handle mistakes when they do by having this as a part of onboarding training.     3 What if it’s not your fault?   It wasn’t your fault… it wasn’t your team’s fault and it wasn’t your tech.    It was a user-error.    First, accept that your ideal customers having a user-error can provide insight on how to prevent it, make it easier or show you how to be different.     We have people type in wrong addresses, zip codes or .con instead of .com frequently!! Then they wonder why they can’t check out, or why they didn’t get their product or their emails.  They even go as far as doing a chargeback which takes you as an owner down a rabbit hole because instead