Customer Service for Editors: “Saving the Table” When You Make a Mistake

Before striking out on my own as a freelance editor and writer, I worked in maybe 10,000 restaurants. I’ve since found there’s quite a lot of overlap between hospitality and editing — especially when it comes to making a mistake. 

In both industries, our job is to finesse things to the point where the work that went into an end-product, whether a beautiful meal or a blog post like this one, is more or less invisible. It’s probably why shows like The Bear are so popular; there’s something a little sexy and mysterious about what goes on beneath the surface. (BTW, when will editors get our own “rat-faced” heartthrob?) 

In any case, customer service is a skill that transfers incredibly well from restaurants to business ownership. Specifically, it’s really helpful to know how to “save a table,” that is, how to turn a bad client experience into a good one.

So, drawing on my years of hard knocks — and my fledgling-editor error rate — I’ve put together some steps to help you handle a mistake with flair … or sometimes even with flair.

Step 1: Try not to panic

When you’re up to your armpits in fallout, it’s easy to act impulsively, which can make a bad situation worse. Firing off an email the moment something has gone wrong could leave you not only dealing with the initial problem but also having to undo extra damage caused by poor communication.

Instead, do your best to self-soothe. Take a beat. Go for a StetWalk or roll, or pet a StetPet. You know what’s best for your body!

Avoiding panic or rejection sensitivity isn’t always possible, especially for us neurodivergent types. But by taking a moment to breathe and read the room, you give yourself the chance to get your nervous system back in line and figure out the best approach.

Step 2: Own it — or, “don’t be afraid of your tables”

Once, when I was working as a server and deep “in the juice,” a savvy manager pulled me aside and told me, “Don’t be afraid of your tables.” In other words, you’re the expert here, which means you’ve got the power to turn this ship around. 

It is important to own that you made the mistake as soon as you realize it’s happened. You can get ahead of the issue by bringing it to your client’s attention before they discover it themselves.

People generally respect humility, and telling your client about a mistake puts you on the fast-track to repair. You may need a moment to regroup — that’s okay. You are allowed to tell the client that you messed up and you will get back in touch within X timeframe. (If you take this tack, be sure to follow up within the window you promised!) 

Step 3: Acknowledge the impact and apologize

Show that you understand how the mistake will affect your client — and apologize for it.

That doesn’t mean detailing every single reason why something went wrong. Even if you’re well-meaning, clients may hear excuses instead of explanations. Try to keep the focus on your client.

A word of caution about apologies: if your “sorry” overemphasizes how terrible you feel, the client may end up feeling the need to comfort you (yikes) or get the impression that their stepped-on toe is less important than its impact on your shoe (again, yikes). A brief “I regret the error” or similar will suffice. 

Step 4: Offer a solution, then ask for their input

In a sense, this is part of Step 1, and may be the most vital. Before you contact your client, come up with some possible solutions to the problem. 

In a restaurant, your server might offer a free appetizer to quell your hunger if it’s been a long wait for your main. Maybe as an editor, you need to extend your timeline, but you offer an extra round of revisions on the project. Don’t break your brain trying to come up with a bevy of options. Provide one or two choices, and then ask the client directly for their feedback. They will likely be happy for the chance to tell you what they need.

If you’re truly at a loss for ideas, consider that just about everyone on Earth appreciates saving money. Is there some way you can offer a discount on this service or a future one? (Maybe that extra round of revisions is complimentary.) You don’t need to go overboard here; you’re still running a business. But there’s a lot to be said for the power of free stuff in soothing frayed nerves!

Step 5: Provide a plan for next steps

Once you’ve had the opportunity to discuss what works best for you and the client, confirm your next steps in writing to avoid any misunderstandings. Keep your client in the loop as you carry out the plan you made together.

Parting words

Sometimes, even the humblest approach and all the free breadsticks in the world are not going to help. Know that sometimes a client’s reaction to a problem is not about you. (And, of course, some mistakes are significant enough to warrant seeking legal advice, so consult a professional if you’re unsure.)

It’s cool to take pride in your job — and I know you do, or you wouldn’t be spending your downtime reading industry blogs. But try to remember, there’s a difference between having integrity in your work and beating yourself up when you inevitably slip.

You’ve got this!

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