Learn to Apologize
Do it right next time
(This article is based on ideas in Uncle Ralph's DON'T DO IT THE HARD WAY & The Complete Do-It-Yourself Guide to Business Plans, 2020 Editions)
Customer service is simple, but never easy.
We all recognize and appreciate good customer service and we have all experienced failure at it, occasionally, ourselves. The pandemic lockdowns have made it difficult to achieve acceptable levels of customer service and given us lots of excuses for not delivering up to customer expectations.
We have spent a lot of time apologizing to customers, but are we getting better at it?
(See Bloomberg Business Week, December 14, 2020 article by Arianne Cohen, Learning to Apologize.)
An effective, timely apology that works must meet four criteria:
- Accept responsibility.
- Acknowledge the difficulty imposed on the customer.
- State what you’ve learned.
- Explain what you’ll do about it.
And to do it right, remember this:
- Don’t blame Covid-19.
- Make it personal and meaningful, from real people.
- Be specific to the customer and the circumstances.
- Show you care and are willing to pay the price.
- Open a communication channel to keep in touch.
Like I said, simple, but not easy.
Be better. Do better.
Del Chatterson, Your Uncle Ralph
Learn more about Enlightened Entrepreneurship at: LearningEntrepreneurship.com Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.
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