I Expected a Fight—Instead, I Learned the Best Business Lesson Ever

More than two decades ago, I had a life-changing experience at a Starbucks. It wasn’t about the coffee—it was about a simple, yet profound, lesson in customer service, leadership, and parenting.  

I had recently moved to the U.S. from India. One day, I ordered a Peppermint Hot Chocolate, I took a sip and realized it was not what I had ordered. I received a Mocha.  

Bracing myself for what I assumed would be a confrontation— something I had experienced back home—I approached the counter, expecting arguments, blame, and resistance.  

But something completely unexpected happened. The barista simply smiled and said, "Sorry. I'll make it right." I was stunned.  

After goggling at him for a minute like Bertie Wooster, I picked up my mouth from the floor and then walked back to my seat, waiting for my drink.  

I thought, no defensive explanations, no shifting the blame, no questioning my honesty—just a quick acknowledgment of the mistake, an apology, and an immediate fix.   

That moment stuck with me. It taught me something fundamental about handling mistakes, whether in business or leadership. The best way to handle a misstep is to follow three simple steps:  

1. Own it. Acknowledge the mistake without excuses.  
2. Apologize. A sincere apology goes a long way. 
3. Fix it. Make it right as quickly as possible. 

 The Power of "Making It Right" 

I came across a parenting book that reinforced this same idea. The book emphasized that parenting isn’t about being perfect—it’s about what you do after you make a mistake. Do you ignore it? Justify it? Or do you own it, apologize, and make it right?  

Business works the same way. Perfection isn’t the goal, what matters is how we handle things when they go wrong. Mistakes are inevitable, but the way we respond defines our relationships, our reputation, and our ability to lead.   

Remember, whether in parenting or business, mistakes are guaranteed.   

Designing for Inevitable Mistakes 

One of the best things a company, team, or leader can do is proactively design a culture around handling mistakes. How do you respond when something goes wrong?  

Instead of focusing on being flawless, focus on being responsive.  

Your Turn: Reflect and Share 

1. What has been your best experience when a business messed up but made it right? 
2. How do you create a culture of making it right in your organization? 

If this message resonates with you, let’s talk. Reach out for a free 30-minute consultation, and let’s explore how we can create a culture of accountability and trust in your business.