Use a glitch report to keep mistakes or failures from recurring

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

I have been skimming through a useful 2026 book by Jessica Weiss titled Happiness Works: The science of thriving at work. There is a preview at Google Books. Chapter 5, starting on page 85, is titled Trust and Happiness and subtitled An unbeatable team formula. An article by Julia Korn in Forbes on November 12, 2025 titled A Practical Guide to Being Happier At Work (From a Workplace Happiness Expert) discusses it as follows:

 

“Run a regular ‘Glitch Report’ with your team

 

Borrowed from the Four Seasons hotel, this simple ritual turns everyday frustrations into learning moments. A ‘glitch’ is any situation that didn’t go as planned – a missed deadline, a miscommunication or even a small annoyance. The goal isn’t to assign blame or complain, but to find solutions together.

 

Here’s how it works: each team member shares what went wrong during the previous day, week, or month – depending on cadence – and the steps that have been taken to fix it. The result? Everyone’s aligned, informed, and empowered to help address the glitch further.

 

Weiss says this practice builds:

   Transparency

   A focus on learning and improvement

   Inclusive participation

   Collaboration, particularly when problems surface

   Timely and constructive feedback.

 

In short, the glitch report creates a culture of psychological safety, where team members can speak up, take risks, and own mistakes without fear. This counts: when people feel psychologically safe, they’re far more resilient to burnout, even when their work environment isn’t perfect.

 

Try this practice with your team to see how problems turn into solutions.”  

 

The first note in the book for this chapter references a post by John Caddell in the FutureLab blog on January 10, 2015 titled Four Season Hotels Review a Daily Glitch Report:

 

“Next up [in our daily review] is a review of the previous day’s mistakes in something we call the Glitch Report. Every department in the hotel is represented at the morning meeting, and each has a printout detailing what has gone wrong and what steps may already have been taken to correct course. The Glitch Report ensures that every hotel department knows what happened and which guest it affected.

We might have missed a guest with something as simple as turndown service, and everybody listens to the department head responsible as he or she articulates what went wrong. That person will go to the root cause of the problem and tell everyone what will be done to fix it in that guest’s eyes. Whatever the issue, making it right starts with a sincere apology. It can also mean trying to do something else for them later on in their visit. It can mean an amenity such as flowers or fresh fruit skewers or a bottle of wine. It could mean an appropriate adjustment or consideration on their bill. For each guest, we strive to find the right approach in the apology.”

 

The cartoon was modified from this one at OpenClipArt.