While you wouldn’t want to publicise mistakes, it’s important to face up to them if they involve your clients or customers. It is easy to be defensive about your business, but an honest admission of the mistake and a statement about what you will do about it, followed by doing all you can to rectify the situation, goes further than denial.
How you deal with mistakes is just as important for customer relations as your business. Following a mistake with an apology and then rectifying it earns you almost as much respect than if you’d done it right the first time.
