Do you realize that mending fences and winning back unhappy or angry customers take much more than just a text, or an email apology?
Many customer service providers make the mistake of relying on the ubiquitous hi-tech tools like the cell phone and computers to send their regrets over mistakes and protocol transgressions. The fact is, people will react more positively to a person that they can interact with. Seeing a person who will apologize with contrite eyes and a gentle voice is a hundred times more effective than just reading a text or an email.
In some cases, a formal letter of apology with a symbolic atonement will produce stunningly great results. A case in point is the incident which involved one of my staff members who left an important message to the wrong person and did not reach a group of executives on time. The group of executives went to the venue of our scheduled seminar on the date scheduled only to be told that it was rescheduled due to the unavailability of our Australian speaker.
I took full responsibility for this carelessness and wrote the CEO of the organization with my deep regrets and enclosed a book and a DVD of our speaker for his corporation’s use. The CEO responded warmly and thanked me sincerely and promised to send his people to our future seminars.
Just take the bull by the horns and own up to your mistakes and offer more than a lame “I’m sorry.”
hi, what if the person will not recognize her own mistake and saying "I'm sorry" is not in her vocabulary ever specially to those ordinary people around her?
ReplyDelete@Anoymous - i have friends like that. i talk to them but most of the time they get defensive and angry. some are still my friends, some i've learned to let go. i don't need emotional vampires around me ^_^
ReplyDeleteAs a Christian, it is your responsibility to gently tell the person concerned that he committed a transgression against you, another individual or individuals by his words or actions. If he will not own up, then perhaps you can seek the help of a person in authority whom he respects to mediate between the two of you. If, despite this, he remains obstinate and unwilling to apologize, let it go because you have done your part. The important thing is you have given him valuable feedback which he may not be aware/conscious of, and which he might not immediately accept, but later on could prove beneficial for his self-improvement. Most importantly, forgive him in your heart and let go of negative emotions, for these are unwanted baggages which you can't afford to carry forever. God bless!
ReplyDelete@Anonymous - what if the person involved is your boss who doesn't recognize her fault? And, telling her means losing your job?
ReplyDeleteI would still tell my boss, even at the risk of losing my job, but I'd choose an appropriate time when he is receptive and open to receiving constructive feedback. I've done this with a former boss, and, surprisingly, despite his reputation of considering himself as being always right, he accepted my feedback in a positive way,apologized, and even sent my mom who was in the hospital at that time, a beautiful bouquet of flowers. From then on, I noticed he really exerted effort to be more sensitive and considerate of other people's feelings. All it takes is for a brave person to show someone his "blind side."
ReplyDelete@Anonymous
ReplyDeleteThank you for your comment.
Sadly, the first step to a sincere apology is self awareness, owning up to your mistake and apologizing for it. However, if a person doesn’t recognize his mistakes or just too prideful to admit it, there are ways to let him know that he was wrong.
If it’s in a corporate setting, like our example in the article, intervention by a higher up or even HR can be made. But, if it’s a personal relationship with a friend or family, it can be trickier. Talk to him in a non-confrontational way. Let him understand that his actions are hurting people around him and it doesn’t help that he’s not aware of it. Although, this is not a sure thing because, he has to be open-minded about it. If talking fails at least the seed has been planted and maybe next time he will be more aware of his actions.
Ms. D
@Anonymous - Yes, the operative word is "gently." Don't confront the person head on. He will only get defensive and unresponsive to what you have to say.
ReplyDelete@Anonymous - Yes, sometimes taking a leap of faith is needed and most of the time you'd be surprised on how things turn out. Talking to your boss took courage and it paid off. I hope your mom is all right now.
Ms. D
Hi Ms. D, Thank you for your thoughts but knowing the boss I was talking about here, I doubt if these things will work. You know what so sad? She keeps on saying "She is a Christian". Oh! btw, my mom is pretty good.
ReplyDeleteMore power!