No Apology

20 Oct No Apology

We’ve gritted our teeth for years as customer service reps of cellphone and streaming companies, internet service providers and other vendors routinely say, “I apologize for…” Frustration becomes anger when every other response is “I apologize….”

Now companies have come up with a new way to antagonize customers by employing fake empathy, e.g., “Oh, I know how you feel. I’m a customer, too.” Empathy is a wonderful response, but only if it’s genuine and in the right circumstance.

No matter what business you’re in, you’ll face complaints from customers, board members, or your team. They don’t give a fig if you’re sorry, guilt-ridden, or even gobsmacked. They only want to know if and how you’re going to solve their problem. If you respond with your version of “You’re right. I’m going to fix it” you will calm the frustrated party and save yourself tongue-thrashings and online screeds.

It ain’t easy. This tactic takes courage, and giving up the need to be right. But the payoff– in terms of impression management is huge. Prepare your responses to potential tough questions and complaints. Take responsibility. Then stand up and display your leadership qualities.