Cover-up a blunder and you are a lot like the drunk. In the first instance, the drunk will not admit to being drunk – doesn’t matter that it’s visible to the world.
Second, when forced to, the drunk may make a promise to the few who confront him (or her for that matter), but will go back to it, by night or noon ‘cause it was a forced admission.
Third, the drunk who’s been forced to confess will not go to rehab that’s needed to keep him off the drink.
Result? People lose confidence – you’ve taken away their reason to trust you.
Trust comes with openness and transparency. The ability to go back and say, “Look I’ve made a mistake. I’m very sorry. This is what I’ll do to make it easy or safe for you. And this is what I’ll do so that it doesn’t repeat in future.”
That’s 3 Rules of Trust – 3 big, straight-forward promises.
- The apology – being open and being contrite
- Act fast – to correct the mistake
- Act for the future – to prevent the mistake
So when Johnson & Johnson issued Tylenol recall promptly, communicated to all, matched it with action by withdrawing the product from the shelves and didn’t stop there, but introduced tamper resistant packaging that would prevent future, deliberate poisoning, it met the 3 rules of retaining trust in the face of adversity. And over a couple of decades after the incident, they still are remembered and respected for their prompt action.
It isn’t as if there isn’t a blip. But the blip is temporary and people do tend to come back to your fold if you meet the 3 rules. Because, you are making a promise, a commitment to deliver, and a commitment to the other’s safety – and acting on it.
By hiding your mistake, you are telling the person that you are more interested in saving your face and your money at their expense. Not in making life easier for them, nor in saving them.
People do understand your need for caution. But not at their expense.
You don’t get many chances. Sometimes not another. So use what you’ve got. And remember The 3 Rules of Trust.
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Poetry in Life 