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Showerthought: That post-mortem hype is killing honest feedback at my agency
I had a big campaign fail hard last Tuesday - a client's $15k launch got zero conversions for the first 3 days. Turned out their landing page had a broken checkout link that I missed because the team rushed the QA. When I brought it up in our post-mortem, everyone got defensive and spun it as a 'learning opportunity' instead of owning the screw-up. We spent 45 minutes patting each other on the back for 'identifying the issue' when really we should have been pissed about the client's lost revenue. Has anyone else dealt with a culture where failure gets sugarcoated so much you can't actually fix the process?
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the_betty2d ago
...and then it becomes this whole thing where everyone is too scared to actually call a mistake a mistake because it might hurt feelings. I mean, the whole point of a post-mortem is to figure out what went wrong so it doesn't happen again, right? It just seems like if you can't say "we screwed up" without everyone getting defensive, you're never going to fix the broken stuff in the first place.
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