Employees make mistakes. Employees correct mistakes. Customers often don’t care.
Went to see Cirque Jungle Dreams at MGM Grand last night in CT. It was a lot of fun. The performers were engaging and amazing. The costumes were wild.
During the show the jugglers screwed up a few times and had to regroup. The tight rope acrobatists clearly make a mistake or two as well.
Or maybe they didn’t? Maybe that was part of the show? I really don’t know, but they looked like mistakes.
But what was interesting was that the show went on. The performers (employees) regrouped and kept going. The show went on. They didn’t stop. The customer experience wasn’t ruined. 99% of that show was flawless. The bicycle acrobats were amazing. The frogs waving their butts at me were hilarious. The woman who stood on her tippy-toes on one foot on top a guy’s head sent pain to my head. The symphony doesn’t have a buff ripped shirtless incredibly talented violin player? Violin players are supposed to be nerdy. The positions some of those women could put their body was freaky. I could go on. I was engaged from the moment the curtain went up.
The important point here is we don’t need a 100% perfect experience. No one does. We just need to know you’re trying and you’re willing to fix things when mistakes are made. Most engaged employees know when they screw up. Sometimes you need to fix it; other times you just move forward.
