How To Apologize To Your Customers
January 7, 2013 0 Comments
This is a follow-up to my previous article “How To Apologize.” The point of this post is to emphasize that businesses screw up as well (just look at Toyota), and often it is the customers who must pay the price. How can a CEO, manager or a simple employee make things right?
A Few Important Things To Remember:
1) An apology shouldn’t look like a sign of mercy. If you have screwed up, don’t use phrases like “I’m sorry you feel offended.” Demeaning language can only backfire on you.
2) Know what you are apologizing for. To do that, you must first listen to the complaint(s) and promise that this won’t happen again.
3) Apology letters may work, but nothing beats a face-to-face meeting. The fact that you were brave enough to personally own up to your mistakes will be seen by your customer as a sign of respect.
4) Be sincere. Unless you are a REALLY good actor, don’t try to fake an apology.
5) Act quickly. The longer you wait, the more hatred builds up towards you and your business.
6) Do not assume to know what will make it right. If your business has screwed up, ask what the customer feels will “make this right.”
7) The customer is always right – even if they are wrong. Always keep that in mind!
I suggest you to check out this interview. Inside you will learn that:
- There is a correlation between willingness to apologize and your income. People who apologize tend to make more money, because this courageous act builds relationships, and customers are more likely to believe that this was just a one-time screw up.
- Apologies are not just supposed to please those whom we have offended, but they also serve as reminders to ourselves that we have failed, and that there are areas that need improvement.
- An apology consists of “The Five R’s:”
- There is a significant difference between saying “I’m sorry” and “I apologize.”
- And other important information
I really suggest you read the full interview here!
Watch This Video:
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