You are an assistant manager at a small consulting firm. You ask one of the employees that works for you to drop off a package at the post office after work on Tuesday. The post office is right on his way home, but it is very out of the way for you. The package is especially important, and it must arrive at its destination by the following day: Wednesday, at noon.
The package has a document that will be discussed at an important meeting with business partners that will only be in town for one day. Although you will not be at the meeting, your manager and the CEO will be in attendance and both of them have entrusted you with making sure that the package arrives.
You find out on Wednesday afternoon that the package never arrived. You are responsible for the mistake.
What do you do?
Firstly, I would reach out to the employee who was responsible for dropping off the package and find out what happened. It's important to approach the situation calmly and non-accusatory to avoid placing blame or creating tension. Perhaps they encountered an unexpected obstacle or error at the post office, or there was a miscommunication about the urgency of the package.
Next, I would take immediate action to rectify the problem. This could include contacting the recipient to explain the situation and attempt to schedule a new delivery or alternative method of delivery. I would also notify my manager and the CEO of the situation and take full responsibility for the mistake.
To prevent similar errors from occurring in the future, I would implement measures such as double-checking with the employee responsible before they leave to ensure that the package has been dropped off, and if necessary, personally delivering important packages or using a courier service. I would also review and update our internal communication and documentation processes to ensure that important deadlines and delivery instructions are clear and well-documented.
In this situation, as the assistant manager responsible for ensuring the package arrives on time, there are several steps you can take to address the mistake.
1. Accept responsibility: Take ownership of the mistake and acknowledge that it was your responsibility to ensure the package arrived on time.
2. Assess the situation: Review any available information to understand what might have caused the package to not arrive on time. Check with the employee who was assigned to drop off the package to gather any relevant details or potential issues that might have occurred.
3. Reach out to the employee: Contact the employee who was responsible for dropping off the package and inquire about what happened. Ask for an explanation of why it wasn't delivered and listen to their perspective on the situation. Remain calm and professional during the conversation.
4. Evaluate potential solutions: Consider all possible solutions for rectifying the situation. This could include determining if there is still a chance to deliver the package or if alternative arrangements need to be made. Take into account the urgency of the package, the distance to the destination, and any specific requirements for delivery.
5. Contact the intended recipients: Get in touch with the recipients of the package, such as your manager and the CEO, as soon as possible. Inform them of the situation and apologize for the delay in delivery. Provide an explanation of what happened and assure them that you are actively working on resolving the issue.
6. Take corrective action: Depending on the circumstances, take appropriate action to rectify the situation. This might involve rescheduling the meeting, sending a substitute document electronically, or arranging for immediate shipment of the package using expedited shipping services.
7. Learn from the mistake: Reflect on what led to the error and consider ways to prevent similar situations from arising in the future. Implement any necessary changes in processes, communication, or follow-up measures to improve reliability and accountability when handling time-sensitive tasks.
8. Communicate the resolution: Keep all relevant parties informed about the steps being taken to resolve the situation. Share updates on the progress made and ensure that everyone involved is aware of the current status and any revised plans.
Remember, it is essential to maintain a professional and solution-oriented approach throughout the process. Taking responsibility for the mistake and promptly addressing the issue will help mitigate any potential negative consequences and reinforce trust and confidence in your abilities as an assistant manager.