When something goes wrong, our first instinct is often to ask, “Whose fault is it?”
But what if that’s the wrong question?
In this episode of Coaching and the F Word, Andy Weakford and John Ferguson are joined by Karl Barker, guest coach with extensive experience in customer service, fault reporting and complaint resolution. Together, they explore how the way we respond to faults, mistakes and problems can either build trust—or destroy it.
From leadership and finance to customer service and organisational change, fault is something every team, every business and every individual will face. The real test isn’t avoiding mistakes altogether; it’s how we respond when they happen.
The conversation explores:
● Why blame and accountability are not the same thing.
● How leaders can create a culture where people feel safe to speak up.
● What finance, transformation and customer service can learn from one another when things go wrong.
● Why listening, ownership and empathy often resolve more than the problem itself.
● How coaching helps move conversations from blame to learning and growth.
Whether you’re leading a finance team, managing customer relationships, driving organisational change or simply navigating the challenges of everyday work, this episode offers practical insights into turning faults into opportunities for stronger relationships, better leadership and continuous improvement.
Because mistakes are inevitable.
Blame is optional.
Learning is a choice.
We’d love to hear your thoughts on this episode. Have you ever worked in a blame culture—or experienced a leader who turned a difficult situation into a powerful learning opportunity? Get in touch and join the conversation.
We'd love to have your feedback. This is a first-step for us and we're learning along the way.