A failure is an opportunity.
Hello everyone, Angus Pryor here, multi-award-winning practice growth specialist. Here’s my golf club—look, it’s broken. I’m at the shop now to try and get it repaired. The irony is, I didn’t do anything out of the ordinary. I didn’t wrap it around a tree or anything like that. I was at a practice range, taking a few swings, and for whatever reason, the club head just came off. These clubs are fairly new, and the reality is, for any of us in business, when things go wrong—which, unfortunately, is an inevitable part of business—it’s not the end of the story. Lately, I’ve heard people say that, in some ways, a failure can be the beginning of an even greater connection, but it all depends on how you respond.
I was listening to a chap called Alex Hormozi, who shared a story about going to a restaurant where the service was poor, and it took ages. After informing the manager, the restaurant went above and beyond—they gave them a discount and added extra items. His point was that it’s not enough to simply refund poor service; you’ve got to go the extra mile. He also mentioned a contrasting experience with another company that failed but refused to take responsibility. What I’ve heard from others is that when you go the extra mile, you can turn a reasonably content customer into a raving fan. So, just remember, my friends, failure is an opportunity. How will you respond? See you!