Here’s an inspirational story, courtesy of a recent entry on David Maister’s blog.
Maister tells the story of a property management company that had a hospital as a client. The company made a potentially embarrassing and costly clerical error that (a) if publicized, could have presented a PR nightmare for the hospital, and (b) very likely could have gone completely undetected if the company chose to remain silent.
What did the company’s CEO do? He gathered every member of the team responsible for the error and went to the hospital to explain … and to apologize. He could have gotten away without saying anything, but he chose the honest, transparent route.
What happened? Read the rest of the story on Maister’s blog. But before you do, answer me this: What would you do if you found yourself in a similar situation?