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I’ve often told people who work for me, “I don’t expect you to be perfect. We all make mistakes. It’s about how you respond to a mistake that matters.”

I had a Project Coordinator named Melissa who was my eyes and ears at the main office of an ad agency in Louisville while I ran a satellite office in Cincinnati. She was fresh out of college and made her fair share of mistakes. But she learned quickly how to respond to mistakes. She would call me and say, “OK, I really messed this up. But here is what I’ve done to make sure it doesn’t happen again.” She would follow that with a detailed account of her error, how it happened and what steps she put in place to prevent a recurrence. Read the rest of this entry »