what to do when things go wrong



What To Do When Things Go Wrong In Business and How To Create Potential For the Next Sale

In episode 549 The Sell or Die Podcast, we’re talking about how to recover from mistakes in business. No matter how hard you work or how careful you are, it’s inevitable: things will go wrong. It’s not about avoiding mistakes; it’s about what to do when they happen. In the episode, we’ll show you what you can do when things go wrong in business AND still create a relationship with the customer that sets up the potential for the next sale.

what to do when things go wrong

But before we dive right in, let us introduce ourselves in case this is your first visit. Welcome to the Sell or Die Podcast. We’re your hosts, Jeffrey & Jen Gitomer. Between the two of us, we’ve written the books The Little Red Book of Selling, Sales in a New York Minute, plus 15 other best-selling books. We’ve also created the 7 figure sales formula program and the Breakthrough Business Babe Community. 

Sell or Die is for sales professionals, sales managers, entrepreneurs, and business owners who want to sell more at full price, earn loyalty, and have an unlimited stream of referrals. Every single episode will give you real-world, easy-to-implement solutions so that you can get your calls returned, your proposals read and acted on while creating relationships that you can take to the bank. 

It’s time to sell or die…

And today we are focusing on what to do when things go wrong in business. For more details on each point, listen to the ENTIRE episode on your favorite streaming platform.

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Jen’s real-life example of what to do when things go wrong.

Jen recently took our dog, Zoe, to get groomed. When she picked Zoe up, Zoe’s eye was bloodshot. She had clearly gotten something in her eye, and it was infected.

The groomer had two options at that moment. She could have avoided responsibility. She could have said, “That didn’t happen here. You must have brought her in like that,” pushing the blame onto other people.

But instead, she took full ownership. She explained what happened, recommended a vet in the area, and offered to pay for the vet visit. And she followed up with Jen after the vet appointment to see if Zoe was doing okay. She did everything right. 

What’s amazing about this is that now, Jen completely trusts this groomer and will bring Zoe back in the future. And she’ll recommend her to other pet owners.

This situation could have ended very differently if the groomer hadn’t taken responsibility. Jen would never have wanted to go back there. But because the groomer owned up to her mistake and communicated genuine care, she built trust that will lead to future sales.

what to do when things go wrong

Recovery plus one.

Jeff uses a method called “recovery plus one.” It’s a way of thinking about how you can go above and beyond expectations.

For example, if someone has an issue with receiving Jeff’s book in the mail, he’ll send two books. Another example would be a restaurant that messes up your order giving you a free dessert or a coupon for another meal later.

It never costs as much to fix the problem as not to fix the problem. Keep that in mind as you determine what to do when things go wrong. 

What To Do When Things Go Wrong In Business and How To Create Potential For the Next Sale: The Bottomline

People will pay more attention to how you recover from mistakes than the mistake itself. Don’t make it worse by blaming and avoiding responsibility. Instead, take ownership and take action to build relationships.

Be sure to listen to all of episode 549 for all the details!

Thank you so much for listening to Sell or Die! We hope that this episode helped you learn practical ways to recover when things go wrong. 

If you enjoyed this episode please take a second to rate & review. Each review helps us help more people just like you make a difference in this world! Don’t forget to take a screenshot, share it in your Instagram stories, and tag us @jeffreygitomer and @jengitomer. See you next week!

About your hosts

Known as the King of Sales, Jeffrey Gitomer is the Author of 16 best-selling books including the Little Red Book of Selling, the Sales Bible, and his newest book Get Sh*t Done. In 2008, he was inducted in the Speakers Hall of Fame – the highest award in the speaking industry. His world-class list of clients include companies from  Fortune 500 companies around the world. His digital Learning academy and signature course, The Seven-Figure Sales Formula, offers individuals and teams real-world sales strategies they can implement immediately.

Jen Gitomer gained her prowess in NYC as both a salesperson and award-winning sales leader for a Fortune 500 company. She is the best-selling Author of Sales in a New York Minute, CEO and Founder of Breakthrough Business Babe and a master business growth coach.

Jeffrey and Jen thank you, Diehard, for helping Sell Or Die achieve more than 2 million downloads!

Thanks for Listening!