Turning Crisis into Opportunity: How Owning Your Mistakes Can Win You Future Business

Back in the Spring of 1988, I was working for Sony in government accounts, covering 14 Midwest states. I was then transferred to Washington, D.C., to handle clients like the White House, the Senate, and other key civilian agencies.

My first visit to the White House Communications Agency (WHCA) revealed a serious problem: stacks of new Sony products uninstalled and replaced by competitors. Why? Because unresolved service issues had led to customer frustration, they were ready to drop Sony completely.

I didn’t blame anyone. I just took action. I promised the client I’d personally ensure the repairs were handled and the products returned for reuse. I followed through and earned back a sliver of trust.

Two months later, I received a small order—just one unit. To others, it seemed minor, but to me, it was a turning point. It proved we were back in the game. Over the next 15 years, I advanced through several promotions, eventually becoming Vice President of Government Sales, and my sales team and I transformed that initial single unit breakthrough sale into over $7 million in new sales.

How to Handle a Self-Inflicted Problem:

1. Respond immediately. Speed matters—don't wait.
2. Acknowledge the issue. Be direct and transparent with your customer.
3. Reassure the customer. Make it clear you’re committed to resolving the problem.
4. Ask detailed questions. Ensure you fully understand the problem and its impact on their business.
5. Take ownership. Make the calls and take the actions needed—don’t pass this responsibility back to your customer.
6. Communicate constantly. Keep the customer updated, even if it feels like over-communication.
7. Be present when possible. Be onsite when the repaired products or services are reintroduced.
8. Follow up the next day. Ensure everything is running smoothly and the customer is satisfied.
9. Follow up the next week. Recheck to confirm the solution is still effective.
10. Follow up the next month. Reinforce your commitment to long-term satisfaction.

This is how you build trust, long-term relationships, repeat business, and referrals.

The Takeaway: Mistakes are inevitable. What counts is how you respond. Don’t make excuses. Fix the problem, reduce your client’s pain, and build lasting trust. It’s the human touch that strengthens relationships—not just great products or services.

I’d love to hear your stories about turning customer crises into long-term wins. Send them my way at Phil@BeenThereCS.com.

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Want Your Sales Team to Create Wins from Setbacks?

Hey, this is Phil. If your sales team needs a proven, high-impact strategy to turn cold calls into conversions, my workshops are designed to deliver results. You’ll see immediate boosts in engagement and closing rates. We offer both in-person and virtual sessions to fit your needs. Let’s make it happen—reach out directly at Phil@BeenThereCS.com.

ABOUT PHIL WHITEBLOOM

With over 40 years of experience in sales leadership, Phil Whitebloom has led teams to generate billions in revenue, partnering with organizations ranging from Fortune 500 companies to government agencies, educational institutions, and more. His expertise in building diverse, high-performing teams has not only delivered exceptional results but also earned him recognition and numerous accolades in the industry.

If you're ready to take your sales to the next level, Phil is here to guide you.

Want to learn more? Visit BeenThere Consulting Services or schedule a meeting here.

Unlock the Secrets to Closing More Sales with “Handling Objections: Clues for Closing the Sale” Are you tired of hearing "no" or struggling to close the deal? In Phil Whitebloom’s book, you’ll learn how to turn objections into golden opportunities to secure the sale. Whether you’re new to sales or have years of experience, this book is packed with actionable insights that will elevate your approach to closing deals.

Here's what others are saying: Kelley Ridings says, "This book is a valuable resource! It opened my eyes to the psychology and problem-solving involved in sales. If you need to understand sales better, this is the book for you!" Richard O., a successful small business owner for 35+ years, calls the book "a breath of fresh air" and says it’s packed with useful ideas for closing deals. Brianna Hendley points out, "An objection is not a NO. It’s an opportunity to ask more questions and uncover your client's true needs. A fun and impactful book I refer back to regularly." David Illig reminds us that everyone is a salesman in life, "Whether it’s a product, an opinion, or a point of view, Phil Whitebloom will guide you to a successful conclusion." Bryan Lilly describes the book as "a good tour of ideas and examples" that help you navigate different objections with key principles. M.J. James highlights, "If you're in a sales slump, this book will teach you how to embrace objections and turn them into catalysts for closing more deals."

Don't wait—level up your sales game and turn those "no's" into "yes's." Get "Handling Objections: Clues for Closing the Sale" now and take the first step toward mastering the art of closing deals. Purchase here.

PURCHASE YOUR COPY BY CLICKING HERE!

The BeenThere/SoldThat Podcast

 Join Brianna Hendley of Achievant Business Coaching and Phil Whitebloom as they discuss practical strategies to enhance your sales and business skills. Get ready to achieve your goals and dreams! Listen here.

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More from BeenThere SoldThat

Want to know what programs you can participate in to grow your sales and business? Go to BeenThereSoldThat.com and see what programs are available.

Achievant Business Coaching, Your GPS to Success

Are you ready to accelerate your path to success? Brianna Hendley, founder and CEO of Achievant Business Coaching, has developed a transformative program designed to guide you toward your business goals with precision and clarity. Brianna's proven strategies and insights provide the exact roadmap you need to take your success to the next level.

If you're ready to unlock your full potential, click below to learn more about how Achievant can drive your business forward: Learn More.

You Must Write a Book

Many of you have shared that you're thinking about writing a book, or you're already in the process. My question to you is, "What do you want your book to achieve? How will you measure its success?" These are crucial questions, and if you’re serious about your book’s impact, you need guidance from someone who has mastered the process.

That expert is Honorée Corder—a highly accomplished author, entrepreneur, and coach. Honorée’s insights have been invaluable in my own journey, and I can confidently say, I wouldn’t have succeeded without her books and courses. They provide the foundation you need to write and launch a successful book.

Ready to get started? The first step is purchasing her series of books, and when you're ready, dive into her courses. I did, and it made all the difference. Here are the links to get you started.

Empire Builder Masterclass

At BeenThere Consulting Services, we believe that coaching is much more than training—it’s about creating real-time solutions for your business. We work directly with your specific sales challenges, addressing what impacts your business right now, while developing the strategies and skills that will fuel your success in the future. Our promise: after each session, you’ll walk away with actionable takeaways that will increase your sales and enhance your business overall.

We understand that no one-size-fits-all program works for every business, which is why we offer a variety of coaching options tailored to meet your unique needs:

• One-to-One Coaching: Custom programs designed specifically for your business’s goals and sales challenges.
• BeenThere Sales Coaching Hour: Group coaching sessions focused on specific topics and skills development, providing dynamic peer learning.
• BeenThere/SoldThat Mastermind SB: An exclusive, high-end group coaching program for small business owners, where members collaborate to solve their own and each other’s challenges.

How to contact us

Curious about which program is right for you or someone you know? Contact us here to learn more and discover the perfect fit for your sales growth journey.

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