If something goes wrong on your watch, never ever blame your company or another coworker. Clients hate excuses and see right through them anyway. So don’t waste your breath. Don’t say “The company screwed up” or “Sally in the factory screwed up.” It cheapens you and the company that you work for. What the client will hear is that you think you were flawless but that your company or your coworker stinks. The client will hear you passing the buck or blaming someone else and basically shirking any responsibility.
Be direct. Tell the client a mistake was made and that it’s being corrected. Issue resolved!
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