The British hold service providers accountable for the quality and consequences of their work. Accepting a client creates an obligation—a duty of care—that does not end when the service is delivered. When things go wrong, the expected response is to acknowledge the problem, take responsibility, and provide a genuine remedy.
How a provider handles failure is itself a critical measure of service quality. Denying problems, blaming the client, or offering token responses does more damage than the original failure. The British call this being “fobbed off,” and it destroys trust faster than almost anything else.
If something goes wrong, own it, fix it, and show that you are taking steps to prevent it happening again. Honest accountability for failure earns more respect than defensive denial ever will.
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