How do I handle a serious employee mistake?
Short answer
Fix the customer first, then talk to the employee. Ask what happened, what they'd do differently, and how to prevent it. Don't fire over one honest mistake.
Customer first
Until the customer is taken care of, the lesson can't land. Cover the cost, fix the issue, apologize once. Don't drag the employee in front of them.
Then the talk
Calm and curious, not angry. 'Walk me through what happened.' Honest mistakes are training opportunities. Repeat mistakes or dishonesty are different and usually mean a different person.
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