Sorry seems to be the hardest word, or so the song goes! Here are some tips and techniques to say sorry to your customers

WARNING - Use with sincerity and be genuine.

Firstl why would you ot want to say sorry to your customers (or suppliers, friends and family for that matter)?

As a Brit, we regulaly say sorry, even for things that we havent done. The classic being in a restaurant your meal is cold, the Brit calls over the wait staf and says, something along the lines of, "Excuse me, I'm sorry, my food is cold!" The chef should really be the one apologising. It's a British thing!

So the first tip is

Only apologise when it's your fault

It seems obvious however, often people make the mistake of apologising for things before they got to the bottom of his fault it was.

When it comes to customers and clients this point is extremely important to recognise and to know. in the days of liability you could end up apologising is, Saying sorry to something too quickly when actually it wasn't your or your oranisations fault.

Choose your words and tone carefully

if you do have a genuine regret for something miss you come across in a way that you communicate somebody else. with a lack of sincerity apology will feel empty and personally receiving end of it feel anything but

Apology PLUS reason

It it could be very simple I'm sorry will suffice, however I think it's important to explain what you're apologising for. So here's a couple of examples to highlight this:

I'm sorry I forgot to send the email.

I'm really sorry I messed up your order.

I apologise, it seems our billing system an invoice you twice.

Buying some time to investigate

It may well be that somebody feels aggrieved and are possibly looking for an apology in the heat of the moment. However you may not know whether or not you or your organisation is at fault, so here's a simple way to handle this scenario without admitting any liability or taking any blame.

Let's imagine the scenario that customer is very angry about having to coming to your store to complain. They say something along the lines of

" I can't believe your organisation has billed me twice for this, this is the third time it's happened!".

The natural inclination is to apologise to the customer in this scenario, however at this stage we don't know if it was our fault or not or if the customer is telling the truth.

You could apologise without falling foul of admitting liability you could say something like

"I'm sorry feel that way, let me look into this for you" or "I can only apologise for this scenario"

In both these scenarios using apologetic language without accepting blame for something despite your little bit of time. I stress though that if you're for what he must apologise this if you want to

About the author

phil laviolettephil laviolette

Hi!, I'm Phil LaViolette, Founder and Owner of evalu8d. I created resourcily to share hints, tips and resources I've collected over 20 years of training and coaching, across lots of industries and at all levels. I hope that, even in a small way, you gain from the tools I share!
Phil