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Business Apology Tip #7: Express appreciation
By Lauren | May 16, 2009
Continuing with our series on how to apologize effectively to an unhappy customer or client, let’s talk about a step that people in business frequently neglect. Once you’ve said a sincere “I’m sorry” and accepted responsibility for your company’s mistake, go the extra mile and express appreciation to your customer or client.
What you say at this point depends very much on the circumstances but, whatever it is, make it as sincere, heartfelt, and specific as you can. “We appreciate your business” is a bare minimum; “you’ve been a loyal customer for years and we’re very grateful that you’ve continued to trust us with your business for this long” is much better. Even if your unhappy customer isn’t a long-timer, there are still things you can say. Perhaps you’re thankful that the customer gave you an opportunity to serve her, or that the customer has referred business to you in the past. If nothing else, you can certainly tell your customer that you’re grateful to him for bringing the mistake to your attention so you can do something about it.
Why add this extra step? Because it lets the customer know you care about him or her as a person, and that you’ve noticed and appreciate something in particular that makes the customer important to you and your company. Whatever else customers may need in business - goods, services, loans, or whatever - they always need to feel valued. Expressing appreciation is a great way to let your customer know that you care about his or her good will, and that your apology reflects your sincere desire to make things right. No apology flops faster than a general, standard-issue expression of insincere corporate “regret.”
More next Friday - have a great weekend!
Topics: Apologies, business communications, customer relations, ethics |
May 21st, 2009 at 12:52 pm
[...] presents Business Apology Tip #7: Express appreciation posted at The Business Ethics Blog, saying, “Going the extra mile by appreciating your [...]