It is important to remember that in a critical situation, the customer is always right. Especially when the mistake is yours.

Recently, I was involved in a scenario where the client was right and the service company was wrong. After the service person validated it was an error on their part, they unfortunately continued grind about the situation. As a result, the issue got escalated to the point where this potential new client was definitely not coming back.

Here are some do’s and don’ts to ensure this does not happen to you.

Do’s
• Apologize immediately
• Offer a solution
• Present a way to atone in the future if there is no immediate solution

Don’ts
• Defend the mistake
• Make the person feel like it was his/her fault
• Make the person continue to prove they are right

If this service company had taken responsibility by using 2 out of the 3 dos, they would have obtained a new client.

In yesterday’s Chicago Tribune business section there was an article about how the Nintendo Company President Satoru Iwata, voluntarily took a 50% pay cut because of a problem with Nintendo’s 6-month old 3-D game device. The amazing thing was not that Iwata took a pay cut but that he accepted responsibility for the problem.

The article also discusses Rupert Murdock who is not accepting any responsibility for the telephone hacking his News Corp employees did.

Let’s talk about how we as professionals can begin to take ownership of situations gone awry. When we do, it shows those who we interact with that they can trust us. It marks us as leaders.

That’s because it is not always easy to take responsibility. The political ramifications and collateral damage can be significant blows to a company. However, when I see leaders who do own up to problems, they command respect, enjoy a loyal following and reap prestige that lasts far beyond the time it took to solve the business problem.
 Let’s all try to be this professional.

In our diverse culture, many names are not easy to pronounce. I think it is absolutely wonderful when a writer writes out pronunciation in an article or story.

I think it’s also important that if you have a difficult to pronounce name, you help people you meet pronounce it. It is a very gracious act and demonstrates elegance and empathy in handling difficult names.

For example, I always pronounce my name twice and in some cases spell it out. Wil-der-muth. It also has the side benefit of quickly engaging the other person.

Because we are not perfect human beings and business is so fast paced, it is easy to make a mistake. The real key is how you recover from a mistake.

It is hard to apologize and own up to a mistake, especially when the person pointing out the error act obnoxiously. However, this does not change the fact that we must apologize or admit we were wrong when that is the case.

It is best to admit you made a mistake sooner rather than later. Depending on the mistake and how it is pointed out to you, it can be done via a phone call, face to face or with an e-mail. Do not defend it and then apologize. The key is to admit it and move on. When you can do this it shows professional grace under fire.

People like smart people only when the smart person tells them they are smart. A new series called Suits on USA, showcases a hotshot Harvey Specter attorney with his new associate. The new associate, Mike Ross, is brilliant. He gets more done and is accepted better by being low key and unassuming.

Here are some tips:

• Ask the question instead of telling them what you know. This will enable them to circle back to you.
• Never say I told you so.
• Even if you know it, let them tell you the answer. Then agree with them.

Follow these simple tips and you will earn more respect and be considered inclusive instead of intrusive.

How short should shorts be and how long should one wear their hair?
It continues to amaze me how some do not consider their age or size and think they look cool while what’s going through the mind of an observer is “What were you thinking?”

For example, at a recent business event I attended, a person over 40 was wearing very short shorts. Plus, her hair (white) was down to the middle of her back. It was still a business event and frankly, over a certain age, unless you look like Rachel Welch or Jennifer Aniston, don’t even think about it. This also goes for men.

It is important to keep politics, religion and social topics out of business conversations. I have two wonderful colleagues that get along very well. However, they are on opposite sides of certain issues. So, when we are together everything is good until a discussion comes up about _____________.

In order to make sure these difficult conversations do not derail your career, here are some phrases to use:

• This is a difficult subject and I have not yet formed a strong opinion
• I would like to think some more about this subject
• I have been thinking about this but still forming an opinion
• I see where you are coming from and I am still evolving
• Let’s agree to disagree

Using some of these phrases may help you answer without giving your opinion. Another recommendation might be that you can change the subject immediately. This will indicate that you do not want to talk about it.

The main idea in a business situation is that small talk should be inclusive and not intrusive. Personal opinions can only be shared with very close friends.

Don’t we all agree how annoying it can be when you are with someone and they are constantly checking their PDA or Blackberry?

Do not become one of those folks no one wants to be with because you are constantly looking at your Blackberry instead of paying attention to the person/people you are with:

Do:
Check your blackberry if you will be getting information for your party (like a dining location or transportation plans).
Turn off your Blackberry during dinner, a meeting or any social event.
Keep your Blackberry on vibrate if you are in an emergency situation.

Don’t:
Look at your Blackberry during a meeting.
Look at your Blackberry when dining.
Look at your Blackberry at the theatre or movie house.
Put your Blackberry on the table.
Don’t check your Blackberry while driving or walking down the street (you can get hurt or hurt someone else).

Follow these guidelines and you will professionally connect to those around you.

Your e-mail presence has the same impact, if not more than, a face to face meeting. I often receive e-mails without a signature or sometimes with just a first name.

I am not speaking about emails between family or close friends. This is about your professional e-mail presence.

Email basics:

The basic email signature is at the end of the communication. It lists your name, company name and phone number.

Avoid a color or patterned background because the text may be too difficult to read.

Keep the fonts simple (sans serif like Calibri or Arial is better on email) and at least 12 pts.

If you decide to use a picture – test it by emailing it to yourself. You want to make sure the image looks the same to the receiver

Using these guidelines will validate your professional e-mail presence.

In Wednesday’s Tribune, a ChicagoLandExtra article talks about TMAY developed by Wayne Gru, an adjunct professor at Robert Morris University. He uses this technique to help students talk about themselves. They write a script containing personal information and speak it out loud several times in a conversational manner.

This helps the students present themselves in a more confident manner when meeting new people. This exercise is critical for everyone when networking and especially when interviewing for a job or presenting in front of a group.

The main key for most adults is to recognize that we need several scripts to exude confidence for the appropriate audience. Practice and keep notes on how effective each TMAY is for your different audiences. It will increase your confidence.