“Never let any relationship—internal or external—go stale or unmanaged.”
Here’s how Wasserstein heals soured client relationships to regain trust:
1. He openly acknowledges any wrongdoing or underperformance on his part.
2. He explains exactly how he intends to make things right.
3. He does what he promised.
4. He follows up to make sure the problem is resolved.
“It always amazes me just how forgiving people are if you acknowledge, fix and follow up,” says Wasserstein.
— Adapted from Eric Yaverbaum, Dearborn. Secret of the World’s Most Successful CEOs,