Handling Mistakes - A ‘How To’ Guide for Professional Services Firms

Introduction

Mistakes inevitably happen and firms can often make a bad situation worse by mishandling their response.

However, if handled correctly, a mistake should not necessarily lead to the loss of the client concerned or result in reputational damage.

During this new introductory level virtual classroom seminar the speaker will discuss real life scenarios that could occur in any professional service firm and will offer advice on how to handle them, ensuring that you are forearmed with what to do if the worst happens.

What You Will Learn

This live and interactive session will cover the following:

• Common mistakes and how to handle them:
• Providing the wrong professional advice
• Discovering too late that there has been a conflict of interest
• Breach of professional rules
• The enormous ‘hidden’ costs of mistakes to your firm
• How to deal with the client where a mistake has been made
• How to deal with a client where a mistake has not been made (but the client thinks that there has)
• How to give a meaningful apology
• How to deal with the person who made the mistake
• How to deal with your insurers
• How to learn from mistakes

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.