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Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

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In our episode today: I felt inspired to discuss personal accountability.

We all make mistakes, and I know first hand the difficulty of confronting them head on with admission and apology. Ironically, as difficult as it seems, it is the easiest course to a practical resolution and restoration of goodwill.

I don't believe in collective guilt but, am a bigger fan of individual responsibility.  On this show we talk about effective communication, but the key to effective communication is personal accountability.

Topics I bring into this episode involve history, speaking, and literature I enjoy:

• How Organizations use "we" language - great for success, but less so when things go sideways.
• Quotes from George Washington - and some reflection on good vs. not so good admission of errors
• A lesson I learned from Coach Rod Olson - author and keynote speaker. (Aspiring leaders, I suggest you pick up one of his books:  “The Wisdom Lunch Warrior”)
• A quote from Ronald Reagan from “How to Win Friends and Influence People in the Digital Age.”

Being an auto-repair shop veteran, I also tell a story about a time a problem came up when servicing a vehicle for a neighbor that anyone in the industry will relate to if they have ever done work for friends, family, or neighbors (Mistakes are virtually guaranteed!).

Word of the Day: Adroit

Adjective: 

Clever or skillful in using hands or mind

No matter how adroit you are, you'll still make mistakes

Additional topics in this episode:

Key Elements of Good Apologies

• Specific: Name actual mistake, not vague "errors"
• Personal ownership: "I allowed," not "mistakes were made"
• Shows understanding: Acknowledge real damage done
• Explains without excusing: Show reasoning wasn't malicious
• Forward-looking: Demonstrate lessons learned and changes made

Customer Service Framework: APAC

(See Episode 31 with my friend Dennis McCarron for far more details on APAC)

• Acknowledge
• Probe
• Answer
• Confirm

I hope you’ll enjoy some of the humor and lessons in this installment!

Thanks for being a great listener!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize...