They can’t know you’re wrong

In almost every business I have worked for, it seems the mentality is always “[the customer/user] can’t know we were wrong.”

Why not?

I mean, maybe I missed something, but why does a company always have to be right? Especially when they’re not.

The kicker for me is that I think admitting you are wrong actually builds the relationship a company has with its customers or users- especially if they already know you’re wrong. It’s OK to admit you made a mistake, just correct it. It’s OK to not anticipate exactly how a feature is used and change it. It’s OK to admit you did something wrong.

We make mistakes. We run companies. Allowing people’s personality and humanness to show isn’t a bad thing.