294 - Why “We Screwed Up” Can Be the Start of Greater Trust with Craig Andrews
Many leaders fear that admitting a miss will destroy a client relationship. Craig Andrews argues that delaying the truth is often far more damaging. Delivering bad news early gives customers options, reduces downstream harm, and creates an opportunity to demonstrate integrity when it matters most.
Craig shares a four-part framework for handling failure: state and own the bad news, explain what broke, describe how recurrence will be prevented, and present a concrete plan for narrowing the gap between what was promised and what will be delivered. He later put this approach into practice by…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.