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Continued: Mackay: The art of the apology

  • Article by: HARVEY MACKAY
  • Last update: March 31, 2013 - 1:18 PM

Next, offer a solution that will demonstrate your sincere desire to make things right. Even if the customer had some responsibility, the cost of fixing one mistake is much lower than trying to repair a reputation after you’ve been panned on Facebook, Twitter or Angie’s List.

Third, express your intention to make sure the same mistake never happens again. Offer the customer an opportunity to make suggestions, and be prepared to deal with critical feedback. Be sure to thank the customer for his input.

Finally, learn from the experience and use the lesson to train your staff. Make sure they understand that even minor mistakes and disappointments can cause major damage to your company’s good name.

Mackay’s Moral: Saying you’re sorry and showing you’re sorry are not the same thing.

 

Harvey Mackay is a Minneapolis businessman. Contact him at 612-378-6202 or e-mail harvey@mackay.com.

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