July 21, 2017
As a customer, have you ever complained to a business when all you wanted was the word ‘sorry’ - and you are still waiting?
This happened to me recently; the person I spoke to just went straight into defensive mode. I got excuse after excuse and all I wanted was ‘I am really sorry,’ followed swiftly by ‘and let me sort that out for you.’
I was surprised in speaking to people how often this seems to happen.
I am only speculating but here is what I came up with: businesses fail to apologise when:
Do one thing: establish a process for complaints in your business or review the effectiveness of your existing one.