How to Build Trust out of Mistakes

Imagine you're in a high-stakes job interview. The interviewer presents a crisis scenario:?

What would you do if, after months of hiring and training a team in preparation for launching a critical client project, you discovered at the 11th hour that you needed three times the number of staff to support the client when they went live?

This type of question is common in behavioral interviews, where employers test how candidates would handle real-world situations—often real scenarios the company itself has faced.

?It’s an effective way to assess a candidate’s skill, experience, and ability to think on their feet.

To me, that particular scenario sounds like a nightmare. But in this week’s episode of the Speaking to Influence podcast Aundrea Mitchell, President of Customer Contact Services reveals that it scenario wasn’t hypothetical. It was her reality.

So, what did she do? Aundrea took a step that turned crisis into trust:?

• She communicated openly and transparently?
• She informed both her team and the client about the mistake?
• She owned it
• and then she proposed a winning solution...and over-delivered!?

Not only did she solve the problem, but she strengthened the relationship with the client. Today, that partnership is stronger than ever.

Turning Mistakes Into Opportunities

We all make mistakes—whether they’re big or small. What really matters is how we respond when things go wrong.?

The question isn't just "How can we fix this?" but "How can we turn this situation into an opportunity for growth?"

Here are some additional key takeaways from my conversation with Aundrea:

• Understanding Your Audience: Tailoring your communication to the needs and expectations of your audience is crucial to ensuring a successful outcome.
• Turning Mistakes into Opportunities: A mistake can be a stepping stone to building trust and even stronger relationships if handled properly.
• Simplicity Leads to Success: Often, the simplest solution is the best one.
• Developing Tact: The way we communicate—especially during tough situations—can make or break a relationship.

Listen to the full conversation here or watch it on YouTube here .

Other Mistakes to Avoid: Say Their Name Right

Speaking of communication, there's another small but impactful way to build trust—pronouncing people's names correctly. Names are a core part of someone's identity. Getting it right shows respect and can set a positive tone for the entire conversation.

I recently explored this topic with Scot McKay on his Mountain Top podcast. Although the show is focused on dating advice for men, we dove into my most popular TEDx talk (I've given three), "Want to Sound Like a Leader? Start by Saying Your Name Right," which has garnered nearly 7 million views. We discussed why getting names right is a key element in making a great first impression.

One of the things I loved most about talking with Scot on the Mountain Top is the show’s tagline: "Deserve what you want." What a great guiding notion for all of us, in all aspects of life.?

Behavioral Interviews: The Real Deal

If the idea of behavioral interviews piqued your interest because you're an executive between roles or simply exploring new opportunities, check out my Quantum Leap Executive Transition Coaching program.?

It’s designed to help you stand out in the crowded field of qualified candidates and position yourself as the obvious choice for the role of your dreams.

Naturally, mastering the art of storytelling and handling tough interview questions -- behavioral and otherwise -- is a huge deliverable.

You can learn more about the program here.

One More "Interview" You Can’t Miss

Speaking of high-pressure interviews, one stage where participants absolutely can’t afford to make mistakes AND must build trust fast is the debate stage.?

Tonight (Tuesday night), JD Vance and Tim Walz will face off in the only vice presidential debate for the 2024 election season.?

On Wednesday morning, I’ll be sharing my (always apolitical) analysis of their communication techniques and effectiveness.

Be sure to check it out for a deep dive into how well each candidate handled this high-stakes interview, and most importantly, what we all can learn from their highs and lows for our own success journey, regardless of political preferences.