Part of making your own way as a writer and a person involves a bit of stubbornness. I don’t like to admit weakness. I don’t like to learn that I was wrong about something. No one really does, I’m sure, but it seems especially hard for folks like independent writers, those who have broken the rules about jobs and lifestyle and made their own way. It’s a blow to the esteem and the confidence, those things we’ve relied upon to take us this far.

So it’s quite an ordeal when we screw up.

When I say screw up, I’m not talking about misunderstandings. I’m not talking about mixed messages resulting in an article that needs to be rewritten, or a project reworked. I’m not talking about something that engenders criticism, constructive or otherwise. That’s all just part of the day-to-day life of a writer, or independent creative, or really any professional work. No, what I’m talking about is really stupid judgment. A royal fuck-up. Something that, once you’ve realized what you’ve done, your heart starts thumping and your armpits leak and you wish you were anywhere else but in that moment.

Do I have an illustration of such an event? But of course. A couple months ago, I received an urgent, frenzied email from a long time client of mine. This client was one of my stars, a company that routinely relied on me to write long and involved projects. In fact, she trusted my writing and my professionalism enough to send me across the world to complete one of those projects. She paid well, with perks, and I was proud of the work I had done with her. So proud, I put samples of my work for her on my website as portfolio pieces.

On that morning, her email was frantic. The reports I had placed on my website were products for sale by a publishing company. And some customers had found them for free on my site. Big, big problem. Not only had I thrown this expert professional woman’s judgment into question by relying on someone like me, but also I had cost her company and the publishing company money.

Epic screw up in the life of this QRW. So what can you do in this situation, where you’ve failed big time, you’re in danger of losing a valuable client, and your body is in flight or flight mode?

• Own up. Rebels have it hard, admitting their faults, but there’s a time to do it. This is it. In my case, I got in touch with her immediately, admitted to a severe lack of judgment, and sincerely apologized. I took down all the links, removed mention of that company as a client, and did some back end work to remove all lingering bits. The combination of quick action and apology is absolutely critical.
• Suck up. This is what I call truthful ass kissing. Tell the client how important they are to you, and how much this mistake pains you. In this case, I expressed my deep disappointment in myself and my lack of judgment, and my hope that this would not jeopardize our working relationship. I think this was received as intended, as heartfelt and genuine, because I had taken pains over the previous months to express my gratitude at our continuing partnership and the opportunities she had given me.
• Offer up. Here’s where you devote yourself to making it right. Let them know what you are willing to do, and remind them of this in respectful intervals. That day I told her I was at her beck and call to do anything and everything I could to alleviate the fallout from my gaffe. In my head, I was prepared to prostrate myself in front of the publishing company, offer up free services or even pay for lost revenue on the publishing company’s part. It would have been extreme and painful, but I was willing to do it. Over the next week, I sent small emails checking in, making sure to reiterate that I was available if and when she needed it.

So does all that work? Can you salvage a good client and your own self-esteem? Sure. It worked in my case. The main reason I think it did was because of a long pattern of exceptional service and writing that she could rely on. This was one mistake - a really big one, but one blip in an otherwise valuable and reciprocal relationship. Since the INCIDENT (as I refer to it in my head), she has continued to give me assignments and her trust.

Now, it could just as easily gone the other way. If I had screwed up in the past, this could have been the last straw. If I hadn’t shown her of my value throughout our working relationship, she could easily chucked me. And of course, if she was a less reasonable person, she could have cut me off. I got lucky there.

Long story short - keep your clients happy, tell them they make you happy, and maintain good service and good results. If you f up, own up, suck up and offer up as damage control. Taken together, you can salvage your work and your self-regard.

What do you think? Ever screwed up big time?

If you liked this post, share your thoughts! And subscribe to the RSS feed, why don’t you…