Not Your Fault But It is Your Problem
One of my clients has some insurance claims issues. As I go through her challenges, I realised that she did not submit most of the documents that the insurance company requested. The simplest solution is to tell her to submit it all. If is that simple, the matter would not have escalated to my desk.
As I walk her through the document list and its justification, she begins to open up on the request. Some documents, she was able to provide and some she could not provide. Nevertheless, she and her team was able to compile the documents and submit to the insurance company.
As a service provider, client's problem is our problem. We have no stake in the claim, but we must take ownership that it goes through. The same applies to life, many things are not our fault, but it is our problem. We seat belt is not because we will hit someone, but someone may hit us.
Whatever happens in life, be ready to take responsibility.