Every salesperson has "that call" they wish they could forget about. The nervous customer, the wrong script, the too long pause or that "oops, I hung up by mistake". But what if instead of sweeping these moments under the carpet, we turned them into valuable lessons?

1. Why it's important to analyze failure (without shame)

• Teach us flexibility and adaptabilitymore than any script.

• It creates an environment psychological safety, in which the agent is not afraid to admit what went wrong.

• Repeated mistakes can hide process issues - so these are useful signals, not just gaffes.

2. Top 5 mistakes that can help us be better

1. Too much rigidity - when you follow the script word for word and miss the real connection.

2. Escaping silences - sometimes silence can be a time for reflection, not panic.

3. Unrealistic promises - good intentions, questionable results.

4. Inappropriate tone - the customer didn't call to hear a hyper-voiced robot.

5. Ignoring subtle verbal clues - "not sure..." = bright red for a clarifying question.

3. How to recycle a missed call into something constructive

• Team analysisnon-judgmental, "What went well? What would I do differently?"

• Introduce "fail of the week" (anonymous) calls into your training sessions - they will become valuable and even funny material.

• Create a internal library with real calls and the lessons learned from them.

Mistakes are inevitable, but in the right culture, they become fuel for progress. At Optima, we believe that every call is an opportunity - even the ones that start badly.

Try this: pick a call in the last month that's given you a hard time and write down 3 things you'd do differently. It's the first step towards the next level version of you.