The distinction between “mistake” and “violation” is highly insightful. It really advances our understanding. I’m grateful you would take the time to comment here…and look forward to reading more from you, John!

Thanks…

Scott

We can save a lot of worrying about the word “mistake” by thinking of Tiger Woods’ offenses in terms of “violation.”

Most of our non-trivial mistakes are actually violations: knowing actions that contradict what we know to be right. We do thise for all sorts of reasons. And when we come to realize that we no longer ddeire to live like that, we make a decision to reaffirm our values, apologize for our conduct, and promise to do better. That’s what Tiger Woods did with his apology. Let’s wish him luck.

I loved your “fake” quote!
Renée

Grateful you’re here…and for your insight commentary!

And, to “piggy-back” on what you’ve written…I wonder if we must forgive AND forget?

The worthy parent forgives the child for bad behavior…but doesn’t wipe the slate entirely clean. So, if we are treated wrong — or if a spouse cheats — can we forgive without forgetting?

Scott

I think you hit the nail on the head by bring the word “conscious” into the equation. If a company makes a genuine mistake without really knowing it then many customers can forgive and forget. When a company creates a bad experience for a customer through a process that customer service should have been considered, then it is a far harder pill to swallow.

I watched the Tiger Woods speech earlier. I was not surprised by what he said. He did not make a mistake – he knew what he was doing. He actually made a series of bad decisions knowing the impact it would have on his family, fans etc. He said something along the lines of “words won’t bring forgiveness, actions will” and I think he is right. This is his best chance. Saying that, these are only words – lets see what his actions are.

If a company or person makes a genuine mistake from which I have a bad experience, I tend to brush it under the carpet. If they have had a chance to consider the impact of their actions on me and still proceed, then I definitely don’t forgive and forget!

Nice post, Scott. I enjoyed the other one on Big Events too which is how I found this.

Thanks

Rob