Sales tip #24. Sorry
Never be ashamed to admit fault. Poor service is all too commonplace, but that does not make it acceptable. Customers deserve an apology every time they receive less than adequate service. For example, an airline captain who apologizes for a delay and adds, “Sorry we are late in arriving, but our policy is safety first,” soothes the ire of a late passenger. When was the last time a dentist apologized for keeping you waiting? Or the maitre d’ of a restaurant apologized because your table wasn’t ready and offered you a complimentary glass of wine? Don’t be afraid to admit mistakes. Sometimes “I’m sorry” or adding a simple “Thank-you” goes a long way. No one is perfect and your customers appreciate someone who is straightforward and sensitive to their needs.
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By Frank Sonnenberg on Tuesday, August 14, 2012