But HOW you do it. And that was the case when one of our trusted printers used an old file for a job instead of the latest one, which included all the edits by the numerous project stakeholders and opiners. It was a bad one. Our client was pretty upset, and we couldn’t blame them.
Maria didn’t lose her cool though; she apologized, and quickly began to research the process, to find out how and where and why the error happened. And then the printer, a long-time and trusted partner, realized they had kept an old file, and had used it by mistake.
Their apology was immediate; unadorned; unaccompanied by the classic comments along the lines of “Mistakes happen,” “Considering the volume, we’re doing pretty well,” “Nobody is perfect…” They expressed their regret, reprinted and re-delivered, all within a few hours. With grace and dignity. Nice.