The place of grace when responding to a business mistake

February 25, 2011 Christian Living Print

Yesterday, one of the printers my church uses made a big mistake.

You can read about it here.

Earlier this afternoon I spoke with the printer (who will remain unnamed) – he apologised, explained, and guaranteed it wouldn’t happen again.

Several people have asked about compensation. The printer didn’t offer a refund/future, discount, and I didn’t request it. To be honest, I’m not sure how to show grace in this situation.

Does a follower of Jesus just accept the apology? Or would it not be unreasonable to pursue some form of compensation?

A great example of the gospel intersecting with the business world – I’m just not sure how to respond.

What would you do? What would Jesus do?!

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Comments

  • http://nwbingham.com Nathan W. Bingham

    I’m interested in people’s thoughts as well. I’ve only considered how a Christian should function in business in the sense of how I go about providing a good and/or service.

    First and foremost I think this particular printer is being extremely foolish in not offerring compensation — they failed big time.

    Anyway, if it was suggested that the “Christian response” is to let this slide out of grace, then should we not, if we’re being consistent, never return faulty goods or make use of a warranty? Maybe the Christian response is not asking for greater compensation than your loss — and also not defaming them by mentioning their name once compensation has been given (so as to not negatively affect their future business)?

    As I said at the start, I’ve not given it much thought, so I’m keen to read what people think.

  • http://www.rebeccaebrown.com Rebecca Brown

    Interesting question but in my opinion there’s only one response.

    The printer has explained and apologised – as far as I can see, unreservedly, that has to be the end of the matter.

    Perhaps a second mistake would call for further action, but I’m not sure. The only thing against this approach is that if you’ve found yourself short of flyers AS A RESULT of this mistake, he could reprint them for free but I think asking for compensation or a future discount is not what Jesus would do.

    It was an appalling mistake but anyone can make a mistake. Whether he SHOULD have offered compensation or not is for his own conscience/business sense, but I don’t think a Christian should pursue it (in my humble opinion). I think your gut reaction to accept the apology was right.

  • http://gw2rs.blogspot.com/ Garry with 2 Rs

    It would be just to ask for compensation, but it’s
    better-than-just not to. No-one could fault you if you did, but you
    end up being much more awesome if you turn the other cheek and show
    grace, particularly as he has apologised unreservedly. Of course,
    the most just outcome would be if he offered some sort of
    compensation, but that’s his business. I think it’s in Corinthians
    someewhere: “why not rather be wronged?” Although I think that bit
    is about conflict between Christians, but the principle probably
    still stands.

  • Cam

    It is kind of funny that the printing mistake was a half
    naked guy. I wonder if it was a prank. I’m guessing that you are
    using some cheap printer and it was a small run. If it was a high
    cost job and a large percentage were printed with this on the back
    you would expect them to be reprinted. You kind of get what you pay
    for. Pay a high price, expect/demand good quality service. As a
    Christian you ask for what is reasonable. It’s a small run of kids
    flyers and it seems like you were able to collect them back. If
    however it was a large mailing list that you had mailed them I
    think things would be different. Storm in a tea cup.

  • Ian C

    With printers’ mistakes, I don’t normally just accept their reassurance that it won’t happen again. I want to know how it happened (technical details), and what changes to their processes they are going to make to make sure it doesn’t happen again. I figure i’m actually doing them a favor by asking these questions, and it is because I want to keep using them. If they can’t answer these questions, their assurance is hollow.

    But if a printer doesn’t do more than apologize, i’d be looking for a new printer. If they don’t at least offer something when you don’t need compensation, chances are they will also be reluctant to do the right thing when their mistake has cost you significantly.

  • Steven Kryger

    I’ve received some comments via email. Firstly, this one from Mark:

    “I don’t know the answer, but I suspect I’d want whatever the answer is to achieve the following:

    - An expression of my genuine love for him & God (I wouldn’t want my response to be self-love.  Either self-love that means I demand petty justice when I’ve been forgiven a whole lot more; or self-love that means I shy away from a loving rebuke because I’m worried about my own reputation.

    - An expression of love for unknown strangers: that whether or give grace or demand justice, I want to make sure that this doesn’t happen to others

    - An opportunity to help this guy understand something better of God from my response (it isn’t too big a stretch – he already knows the job’s for a church).  Would been keen to make sure his understanding of Christ is improved by my response.
     
    I still don’t know what I’d do!”

  • Steven Kryger

    And this one from Ben:

    “Do what’s loving.

    It’s not loving to let people turn you into a door mat and walk all over you.

    But in this case, the guy recognised he was at fault and apologised.

    Legally, he’d at least need to compensate you for the faulty flyers you paid for, and it’s possible (but unlikely) you’d have a claim for damaging CBTB’s brand!

    But, commercially he made a bad call – compensation (e.g. discount in future) adds authenticity to the apology, and without it, you’re less likely to use him next time.

    So my view – turn the other cheek (Mt 5:39).”

  • http://kirribillikim.blogspot.com KIM

    My initial reaction is that he really ought to have at least compensated you for the ones that were wrong — and quite possibly sent, I don’t know, flowers or something, too. And maybe just wait a bit before doing anything — it’s possible he’s already mailed you a written apology with coupons for a free next print or something inside. But if it turns out in a week or so that he hasn’t, I think you have every right as a Christian to ask for compensation for the ones that were damaged. However, if it’s just a petty amount (I don’t know — $10 or less?) it probably isn’t really worth anyone’s time to go into it that drastically. Your call if you use him again in the future or not.

  • http://nwbingham.com Nathan W. Bingham

    As many people are saying we should turn the other cheek, then I’d be curious to know their thoughts on what I asked in my initial comment:

    …if it was suggested that the “Christian response” is to let this slide out of grace, then should we not, if we’re being consistent, never return faulty goods or make use of a warranty?

    How do we as Christians respond consistently in situations like this? For those that have suggested turning the other cheek, do you espouse that view for all of life’s dealings? If you’re overcharged on your mobile phone bill, or electricity account? The list in life could go on. Is this what Jesus was referring to in Matthew 5:39.

    As far as being a Christian witness, that’s a good point.Though, I wonder how effective it truly is if the conversation went like this:

    Customer: I just looked at the flyers – you’ve made a mistake.
    Printer: Oh, I’m sorry. Trust me, it will never happen again.
    Customer: Oh, okay. Thanks.

    What witness has occurred here? Based on their response it doesn’t even appear they are aware just how damaging (in a business sense) their mistake could be.

    I don’t know how the conversation went with Steve and the printer, so I’m not saying the above happened.

    What about if it went like this (if the printer responded differently):

    Customer: I just looked at the flyers – you’ve made a mistake.
    Printer: Really? I’m so sorry. Trust me, it will never happen again. I’ll organise a refund and we’ll ship a 20% discount voucher to you for use on your next printing job with us. Again, I regret this happened and I’m thankful for your continued business with us.
    Customer: Thanks for being so understanding, and I appreciate your offer of compensation. However, God has been extremely gracious to me and to our church, so I’d like to extend that grace to you. Don’t worry about the refund or the voucher. Thanks for the assurance it won’t happen again. We’ll see you next time with our next printing job.

    In this scenario the printer seems aware of how serious the mistake was, offered compensation, and then a meaningful demonstration of grace was shown.

    Maybe this isn’t a one box fits all kind of thing?

    Great discussion, and I look forward to reading the responses.

  • http://st-eutychus.com Nathan

    I hadn’t seen this post when I responded to the other one.

    But as I said there – the potential damage to both you and the printer if one of these cards fell into the hands of a reporter who thought “hey, that’s pretty funny” is pretty huge, and in my opinion warrants more than an apology.

    I’d send them an email and say:

    “Thanks for your apology – we just want to make sure you appreciate the magnitude of the damage that would have occured to us had these been distributed, and particularly if somebody who doesn’t like what we do as a church had gotten hold of these and decided to cause trouble.

    As a church we’re on about telling people about Jesus and his death, and resurrection, and encouraging them to live lives with him as their boss. This mistake reflects badly on us (and ultimately people will ask how such a mistake could be made at your end too). And it seriously damages our credibility and our message. Which we believe is really important.

    We accept your apology, and realise that this was an accident, and not deliberate. We forgive you, and hold no ill will towards you. But we really can’t risk anything like this happening again, and we’re afraid that we’re going to have to take our future business elsewhere.”

    There’s also a risk that having the cards online here, and a that link to funny ad placements, will turn this up to some random googling, or this may go viral – which will do the damage. It’s a story waiting to get out.

  • Cam

    Just a thought. Whatever was printed before/after your flyer could have some Kirribilli Kids with it. I wonder if there are some flyers sitting outside Club Exile with Kirribilli Kids on the back.

  • http://st-eutychus.com Nathan

    I think a case could be made, following Nathan B’s point, that making a noise about this is actually the most loving thing to do, just as asking for a warrantee replacement etc is. Customer feedback is pretty central to growing and developing a business. As is relationship management – does this printer want you recommending them to other businesses or never using them again.

    If you don’t voice your displeasure you’re actually not loving them at all. In a sense the opposite of love, for a small business, is apathy.

  • http://www.CadmanCC.com Dana

    I believe Nathan nailed it. The printer produced a fixed quantity of defective goods. You paid for these goods and you are within your right to request a reprint equal to the quantity of defective goods.

    After that, I believe this is a matter between you, God, and the printer. Ask our God how He would like you to respond. My selfish nature says never to return to the printer again – not because someone at his company made a mistake. Mistakes happen. But, he showed an incredible lack of character by not offering to show you his humility in this situation or ask for forgiveness. Maybe God wants you to show him these things without his asking. Maybe God wants you to go somewhere else where your business will bless someone.

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