We’ve all been there: A customer calls or shows up frustrated because something has gone wrong. Maybe a colleague messed up, or a former employee left behind a mess. The temptation to shift the blame or just get the customer out the door can be strong. But this is exactly the moment when the difference between mediocre and exceptional customer service becomes clear.
One of the most important lessons I’ve learned over the years is that responsibility goes beyond fixing your own mistakes. It’s about taking ownership – even of situations caused by others.
My Attitude Toward Responsibility Was Shaped Early
My approach to responsibility took form in my teenage years. As the head of the youth editorial team at Skjervøy Local Radio, I often had to handle the consequences of others’ actions. The team consisted of 15–16 teenagers between 14 and 19, and while it was a fun and creative environment, it could also be challenging. At times, it felt more like a youth club than a radio newsroom.
When something went wrong – and it did from time to time – I was always the one who had to answer to the editor and station manager. It didn’t matter whether I had been present or knew what had happened. As the leader, it was my responsibility to clean up the mess, find solutions, and make sure the team could keep going. That experience taught me early on that responsibility isn’t about who’s to blame – it’s about who steps up.
When You Speak to the Customer, You Represent the Company
To the customer, it doesn’t matter who caused the problem. They don’t see individuals – they see the company. And when it’s you on the phone or in the meeting, you are the company. If you choose to blame a colleague, you’re only adding to the customer’s frustration and uncertainty. The customer doesn’t need your internal “laundry list.” They need a solution.
Ownership and the Team Behind You
When a situation arises, own it. Take responsibility as if the problem were your own – even if it’s clearly not. For example, if a product was sold under false assumptions or a service was poorly delivered, it’s your job to fix it. And that takes a solution-oriented mindset, not a defensive one.
In a company, we’re not only responsible for our own work – we’re also responsible for our colleagues’ actions, whether we like it or not. That means being ready to step in, even when it feels unfair. That’s why communication and internal trust are so important – but the customer should never feel the chaos behind the scenes
A Small Investment With Big Return
When you take responsibility and solve the problem, you don’t just build trust with the customer – you also build trust with your colleagues and leadership. It shows strength, maturity, and a real understanding of what it means to represent the company. And who knows – the customer you helped today may become one of your most loyal ambassadors tomorrow.
So next time you’re faced with a challenging situation, remember this: The customer doesn’t care who’s to blame. They care that the problem gets solved. Own it, fix it, and save the dirty laundry for when you’re back at the office..
