Solving Problems: Why Transparency and Accountability Matter
Kole Kuklewski, Co-Founder of JAG Glass
We all make mistakes. It's an inevitable part of being human. But it's how we respond that truly defines us. At JAG Glass, we believe in transparency and accountability, even when it's tough.
I'm not just talking about the big things; I'm talking about owning up to those seemingly small oversights that can have a ripple effect on a project. Let me share an experience where we messed up, took responsibility, and ultimately delivered for our client.
We were working on a bank renovation in Arlington, replacing an old storefront system with a more modern, energy-efficient one. We were ahead of schedule, feeling confident, and ready to roll. The glass arrived at our shop, and that's when our stomachs dropped. We had ordered the wrong glass.
It was a gut punch followed by action. We knew we had to act fast. My partner and I immediately contacted our manufacturer, and because we had a good relationship with them, they came through for us. They expedited a new order, and we managed to get the correct glass just in time to meet the project deadline.
We never told the general contractor about the mix-up. Why? Because we were fortunate enough to resolve the issue internally without causing any delays or disruptions. We ate the cost, learned from our mistake, and ultimately delivered the project as promised.
This experience reinforced a few principles that guide us at JAG Glass:
Own your mistakes: Don't try to hide them or shift blame. Acknowledge the error and take responsibility for finding a solution.
Act decisively: When mistakes happen, time is of the essence. Take swift action to mitigate the impact and get back on track.
Value your relationships: Nurture strong relationships with your suppliers and partners. They can be invaluable in times of need.
Prioritize transparency: While we didn't disclose the error to the GC in this instance, we believe in open and honest communication. If a mistake impacts the project timeline or budget, we address it with our clients promptly and transparently.
We're not perfect, but we're committed to doing the right thing, even when it's difficult. We believe that this commitment to accountability and transparency builds trust with our clients and strengthens our reputation as a reliable partner.
At JAG Glass, we're not just installing glass; we're building relationships built on trust, integrity, and a dedication to exceeding expectations. We're not afraid to own our mistakes, because we know that it's through those experiences that we learn, grow, and become even better at what we do.
