System failure

THERE is a great scene in the movie Forest Gump where the main character, Forest, is running on his epic trail when someone points out that he has just stepped on dog poop.
His reply is "It happens!" This response inspired the person to start a logo firm using a modified version of Forests' reply.
As an entrepreneur when you run your business "stuff happens" and you are the one that is responsible for cleaning it up.
If the company does something well or terrible it's always your fault. In a start-up business these occur often.
It may be a botched order, incorrect information given to a supplier or (if you are a large multinational oil company) a major oil spill in the Atlantic Ocean.
No matter how big or small the mistake is, it is in your best interest to address it immediately and a repetition of the same mistake. One way of achieving this is by instituting a systems checklist.
Last week we spoke about taking responsibility for a fault, and cleaning up your reputation in the short term.
But once you are done with the damage control take the "problem" a couple steps further and have a long, hard look at where and why things went wrong in your systems or checklist manual.
I know it is easy to think that we are beyond the need for simple "checklists".
I have seen many entrepreneurs throw a qualified person at a position and expect them to supersede expectations.
Without proper checklists and systems that regulate a job or project, you are bound to repeat mistakes.
If you don't have systems of success it's very hard to adjust an error in your business.
Checklists and systems are what make franchises so successful. It's all in the franchise model as a turnkey solution, which looks at everything from how to turn on the lights, to how to write an email.
It is easy to become very reactive and make snap decisions that, while they solve the problem, either create others or does not have a beneficial effect on your image.
Imagine a single incident where a child trips over a display in a supermarket and gets hurt in the process.
An extreme reaction would be to ban children completely from the premises to avoid all injuries in the future by putting up signs that read "No children at this supermarket".
However, remodelling safer displays or creating a child entertainment area would be much more suitable solutions, especially if you have a large number of mothers coming through your establishment.
Changing the system on what type of products to put on display could also be an option.
While you do not want to avoid blame where blame is due, it is worth looking into factors that precipitate human error.
Could you really affix total responsibility for a bad decision taken at the end of a shift by a doctor who is expected to work for 12 hours without relief?
Factors contributing to human fatigue and errors in judgment must be examined. These are your systems!
On another note there is also the extremely rare possibility that your mistake may produce the next great trend.
Penicillin is widely thought to have been discovered because Alexander Fleming accidentally contaminated one of his samples of bacteria with mould.
In a similar manner, Thomas Sullivan began shipping samples of tea in small silk bags, expecting his clients to open them to take the tea out.
Instead people found it easier to boil the tea inside the bag and the teabag was born.
It is therefore critical to correct disastrous mistakes by adding systems and checklists.
Keep an eye out for a mishap that could actually make your business grow.