Subscribe to my Feed
« How financially savvy are your employees? | Home | Small business owners - how big is your commitment to ethics? »
Business apology tip #5: Say you’re sorry - sincerely!
By Lauren | May 1, 2009
There are six elements to any effective apology. One of the most important is to say sincerely that you’re sorry. Unfortunately, people in business often have trouble doing that, so business apologies frequently fall flat.
Sincerity is largely in the eye of the beholder; it doesn’t matter how sincere you think you are if your unhappy client or customer doesn’t believe you. That means your apology has to be clear and direct. The best phrase to use is almost always “I’m sorry” (or “we’re sorry” if you’re apologizing on your company’s behalf), with “I (or “we”) apologize” as your best second choice.
Steer clear of corporatespeak! Phrases like “we regret any inconvenience” are condescending at best, more calculated to inflame than to conciliate. And avoid the word “if” - as in, “we’re sorry if you were offended.” Making your apology conditional suggests that you think your client or customer is overreacting and what you did wrong was no big deal. Not smart - if it was a big enough deal that you need to apologize, your client or customer has every right to be miffed. Adding insult to the initial injury will almost always make your apology less effective.
So, don’t split hairs or play word games. Just say a straightforward “I’m sorry” and watch your business relationship improve.
We’ll discuss the second element of an effective business apology next Friday.
Topics: Business Ethics |