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My Mistake - Sorry! [E061]
Episode 61 • 22nd September 2025 • Speak Up! • LSTN Media LLC
00:00:00 00:28:59

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Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

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In our episode today: I felt inspired to discuss personal accountability.

We all make mistakes, and I know first hand the difficulty of confronting them head on with admission and apology. Ironically, as difficult as it seems, it is the easiest course to a practical resolution and restoration of goodwill.

I don't believe in collective guilt but, am a bigger fan of individual responsibility.  On this show we talk about effective communication, but the key to effective communication is personal accountability.

Topics I bring into this episode involve history, speaking, and literature I enjoy:

  • How Organizations use "we" language - great for success, but less so when things go sideways.
  • Quotes from George Washington - and some reflection on good vs. not so good admission of errors
  • A lesson I learned from Coach Rod Olson - author and keynote speaker. (Aspiring leaders, I suggest you pick up one of his books:  “The Wisdom Lunch Warrior”)
  • A quote from Ronald Reagan from “How to Win Friends and Influence People in the Digital Age.”

Being an auto-repair shop veteran, I also tell a story about a time a problem came up when servicing a vehicle for a neighbor that anyone in the industry will relate to if they have ever done work for friends, family, or neighbors (Mistakes are virtually guaranteed!).

Word of the Day: Adroit

Adjective: 

Clever or skillful in using hands or mind

No matter how adroit you are, you'll still make mistakes

Additional topics in this episode:

Key Elements of Good Apologies

  • Specific: Name actual mistake, not vague "errors"
  • Personal ownership: "I allowed," not "mistakes were made"
  • Shows understanding: Acknowledge real damage done
  • Explains without excusing: Show reasoning wasn't malicious
  • Forward-looking: Demonstrate lessons learned and changes made

Customer Service Framework: APAC

(See Episode 31 with my friend Dennis McCarron for far more details on APAC)

  • Acknowledge
  • Probe
  • Answer
  • Confirm

I hope you’ll enjoy some of the humor and lessons in this installment!

Thanks for being a great listener!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

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