Getting it Wrong to get it Right
September 25th, 2008By Ronny Bell
Let’s just get this out in the open. I’m no expert. I started one business, ran it well, and was lucky enough to sell it and make some money. With that said, I made so many mistakes that it sometimes makes me laugh.
Mistakes, though sometimes costly, are the necessary evil to a successful business. Actually, I’ve always said that a successful business is one that could make mistakes, because if it doesn’t kill you it will make you stronger. Of course too many mistakes and you’re dead in the water. It is a fine line.
Now don’t get me wrong, I’m not saying go out and do it wrong. No, what I’m saying is that when it’s done wrong, embrace it, learn from it, and most importantly, if it is something you could communicate with your customers without undermining their confidence, share it.
At Pioneer Organics, the business I founded, our customers trusted us with the task of selecting the finest produce and groceries available. Occasionally, as is the case with produce, it may look and smell good in the warehouse, but after a day or two in the home it turns to mold. Sometimes, rather then wait for the avalanche of customer complaints to come in, we chose to proactively contact our customers and let them know that we dropped the ball and we would credit them whether the item in question turned bad or not.
What we did was take a problem, and turned it into an opportunity to share in our willingness to stand behind our products. More often then not when we sent out one of those emails discussing our error, our customers would say how refreshing it is to hear a company admit they made a mistake. Rather than looking weak, this communication, in the eyes of our customers, made us look strong and confident that we could learn from our errors and make it right the next time.
Lucky for us there was always another mistake in the not too distant future that we could learn from. Success sometimes isn’t what you have done right, but rather how you handle what was done wrong.
Ronny Bell founded Pioneer Organics, the nation’s largest home delivery service of organic produce and natural groceries. He recently sold the company, and since then he’s been consulting with businesses in the environmental space while keeping open to any new ventures that may come his way. Originally from Long Island, he relocated to Seattle in 1996. He lives with is girlfriend and their two dogs.










