Brad addresses his staff via internal national newsletter:
I have an expectation that we aim for perfection in the BMT experience. We have mapped it, refined it, messed it up and after doing it thousands of times in the last fifteen years, most mistakes have happened before.
Mistakes are opportunities to learn and put procedures in place to avoid them reoccurring. We are human and we are not perfect, we make mistakes myself included. What happens next is the key.
Much of our success is the result of our commitment to the client experience and the relationships we have with the people who support BMT.
If you’ve messed up don’t be afraid to put your hand up, the future of our relationship with our client or our referrer is governed by how a mistake is dealt with. Sometimes they will just need a call to say “sorry we missed perfection but we will resolve it now”. Usually this contact needs to be from management to show that their concerns matter to us.
If you have made a mistake I challenge you to put your hand up, talk to your team leader and give our BMT Team the chance to mend the relationship and take the opportunity to learn how we can avoid it in the future and continue to improve in serving our clients.
Brad