Apologizing is hard for people. In a sense, having to apologize is having to admit that we’re not perfect and for some, that is a harsh reality. But to ensure strong ties to our customers, sometimes an apology is important if we want to retain the loyalty of those we serve.
Perhaps a part of the difficulty in apologizing is not knowing exactly how to do it while still saving face. This podcast is designed to provide you, the business owner, department manager or supervisor, the front-line employee who works directly with the customer, or just the person out there who wants to create better and more trusting relationships, with the ingredients to making your next apology genuine and meaningful.
Consider this simple recipe:
- Begin with the words, “I’m sorry.”
- Empathize with your customer by stating how what you did may have been offensive or hurtful.
- Share how you too have been affected (personal shame, loss of customers, brand damage, etc.)
- Accept the blame and the responsibility.
- Change the offending behavior, policies, procedures, or actions to regain your customers’ trust. Do the right thing and fix the problem, otherwise the apology is hollow.
During the course of our days, there are many times when offering an apology is appropriate and necessary. Be aware of this fact and look for the opportunities you may be missing.