Along with always striving to be the best and looking to improve, we take a pro-active approach when a mistake occurs. It is a fact that people make mistakes. We realize that we are not always going to be perfect, and in spite of our best efforts, we will eventually make a mistake. Everyone (and every company) does. Nevertheless, we believe that the way we deal with a mistake can help make the company better in the end, and in turn provide you with a more refined, superior service. It is another aspect of our always wanting to improve.
So what do we do? Well, for starters we do not simply punish an employee and tell them not to do it again-that does not fix anything. Instead, we devote every necessary resource, and spend as much time as is necessary to investigate what happened and determine the "root" cause of the mistake. Then, we change or modify existing policies or add new ones, and re-train employees. We do whatever it takes to ensure that the systems we have in place, after we have made the changes, will reduce or eliminate the potential for that mistake to happen again.
If we discover that a "mistake" was actually an intentional act by an employee, we take the appropriate disciplinary action up to and including termination of the offending employee, if necessary. The way we handle mistakes ensures that our level of service is continually improving over the years.