Error Correction

If something goes wrong...

Everyone knows that mistakes occur during the execution phase of practically any project due to incorrect task descriptions, failure to understand the goal or desired outcomes, lack of attention to details etc. It is all very well if errors are caught and corrected before project completion. However, in some cases, the product that clients receive is quite different than expected. They become angry, rightly so, and still want to receive the promised result. 

How to remedy a situation by turning it in a positive direction? 

Rule number one: do not make new mistakes. 

Despite the fact that any overdue project is stressful for both the client and the service provider, you must try to say “Stop!” and evaluate the situation carefully. 

There is no sense in wasting time on a detailed analysis of the project as a whole. If a deadline has been broken, the client is on edge and time is ticking. 

- It is essential to identify the key points which require immediate action. 

- Compile a short basic to-do list with a clear description of your objective and follow the steps identified. 

- Do not jump from task to task. Divide the problem up into several parts and complete each task step-by-step. You may start a new step if the previous step requires time to process, but under no circumstances should you jumble everything together at one time. Time overlaps are permissible, but there should always be a clear delineation between tasks in your head. 

- If a problem cannot be resolved immediately or within a day, be prepared to make adjustments and offer your client flexible solutions. A “flexible solution” is a solution designed to fit a situation at a particular moment in time. If changes arise in an emergency situation, the solution may change as well. 

- If necessary, find an assistant to carry out simple tasks which do not require your personal involvement, but never give full responsibility for a project to your assistant. As a manager, you must be in charge of any emergency situation and rectifying any mistakes. 

- Try to turn off all emotions. This may be difficult, but it is often the only way to overcome a situation in which a step-by-step process must be executed with precision and accuracy. 

- Remember your intuition. The most correct and expeditious solution is almost always in plain sight. You can hear your intuition when you are level-headed and calm. 

Rule number two: keep the client informed. 

Uncertainty is more upsetting than anything else. If a mistake has been made which cannot be corrected within five minutes, call the client. Talk to him/her. Explain the situation and show him/her that you are not indifferent to what has happened. 

What if you have absolutely no time to call? In this case, simply write a short email to show that you are working on the problem. It is important that your email reflect your personal attitude toward the problem and your personal interest in its resolution. Standard phrases such as, “Thank you, we have received your message and are working on the problem,” are nothing more than a formal and impersonal version of the run-around and can only reassure the client for a very short time, if at all. 

Error correction 

Do not even attempt to address the issue of error correction if you do not care about applying it in the future. It would be better for you to look for a more interesting pursuit in life. 

However, if you do find it interesting, then it would be a good idea to do the following after you have successfully corrected the errors in your current project: 

- It is very useful to sit down and “rewind,” remembering the entire history of the project from the present back to the beginning. Ninety-nine percent of all errors are in plain sight and are caused by very simple factors. 

- Play out a logical project development scenario along with possible risks and tentative solutions in your head or write them down on paper. This will give you a birds-eye view of the many possible alternatives for the progression of events and provide valuable experience for future projects. 

- Speak with the vendors and service providers. Figure out what caused setbacks on their end. It is possible that these negotiations will lead you to understand that you need to replace a vendor. Do not be afraid to do this if you have no other option. Otherwise, you will face the problem again. 

- Review the tasks that you complete during the course of a project. You might be able to free up some time for important matters by finding tasks that could be delegated to assistants without relinquishing supervisory control over the project. 

- Use your mistakes for self-improvement. You should not linger in one place for long if your work becomes routine. This destroys your individuality and decreases opportunities for you to achieve your potential. Constantly search for new challenges. This will also provide a reprieve from the inherent routines of management.

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