More banana skins

I talked last week about the banana skins we drop - and the thing that makes our firms good being how we 'pick then up'.

I return to the point just to emphasise the fact that you will make mistakes - we all do (yes, even me :).

So, as I said last week - identify the mistakes - look at the data, feel the dissatisfaction, listen to the complaints - and use those mistakes to make you better and stronger.  Your customers - and your staff - will forgive you for making mistakes if you deal with the fallout promptly and effectively.

The biggest crime, by far, is not having the mechanisms - and the humility - to identify and admit your mistakes.