Insights

Sorry Seems to be the Hardest Word

‘Sorry’.  It’s such a simple word, but it can have such a tremendous  impact.  It can diffuse even the most tense of situations.  It can be a game changer.

By telling a customer that you are sorry when she has a negative experience with your product or service, you are showing her that you care, you sympathize with their situation, you aren’t blaming her, and you are willing to take responsibility.  Maybe most importantly, you can significantly change the tone of the conversation so that you can have a meaningful discussion in trying to find a resolution to her problem.  Saying You are Sorry

However, ‘sorry’ is more than a word – it’s an attitude.  It’s a mindset.  It’s introspective.  It’s thinking first about what your company could have done to prevent the problem or what it can do now to resolve issue.

Elton John sang, ‘Sorry seems to be the hardest word.’ Is that the situation for your organization?

This entry was posted on Monday, January 24th, 2011 at 2:44 pm and is filed under Online Strategy. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

17 Responses to “Sorry Seems to be the Hardest Word”

  1. Janina Zuazo Says:

    After study a few of the weblog posts on your website now, and I really like your way of blogging. I bookmarked it to my bookmark website listing and might be checking back soon. Pls take a look at my web site as well and let me know what you think.

  2. wedding venue Says:

    Hi there, just wanted to mention, I enjoyed this article.
    It was inspiring. Keep on posting!

  3. Raypak 006711F Tube Bundle (See Warning Note) - Model 405A, 405B Says:

    Wow, this post is fastidious, my sister is analyzing such things, therefore I am going
    to convey her.

  4. hearpeers.com Says:

    That which you don’t need may be the next super blaster (put amino acid brand below) complement.
    Every meal you consume must have an adequate amount of protein a part of to it.
    This implies more protein to your muscles faster!

    Here is my web site; wholesale supplements – hearpeers.com,

  5. www.youtube.com Says:

    In fact this method works for any device, including TVs that are Smart, Smart phones and tablets. A simple change to your own network settings and you’ll recover access to the BBC iPlayer and all the other UK based TV channels.

  6. Useful Video Says:

    I recently couldn’t get away from your web site previous . Useful Videoto indicating which i highly relished the standard details anyone present for your company? Will probably be back again constantly to be able to examine new articles

  7. www.slideshare.net Says:

    Thiss information iss invaluable. Wheere can I find out more?

  8. abacklegacy7538.blog.com Says:

    Every weekend i used to pay a quick visit this website, because
    i wish for enjoyment, as this this website conations genuinely fastidious funny data too.

  9. help wanted Says:

    Pretty component of content. I simply stumbled upon your webb site and in accession capital
    to claim that I geet in fact enjoyed account your wdblog posts.

    Anyy way I’ll be subscriing to your feeds and even I achievement
    you gget entry to prrsistently rapidly.

    Haave a loo at my homepaage – help wanted

  10. Edmonton Business Intelligence Says:

    Amazing things here. I am very satisfied to peer
    your post. Thank you a lot and I am taking a look forward to
    contact you. Will you kindly drop me a e-mail?

  11. Online Pool Supply Store Says:

    What’s up colleagues, nice post and nice arguments
    commented here, I am truly enjoying by these.

  12. Archer Says:

    From January 1996 until April of 2009.

    Here is my homepage North Carolina General Liability Insurance Quotes | Commercial …
    (Archer)

  13. www.amzn.to Says:

    Personalized (custom-made built, custom fabricated) unloader
    Othogeeks knee races – http://www.amzn.to, braces
    are fabricated especially for an individual.

  14. https://www.youtube.com/watch?v=lJ1p06hY5jE Says:

    Useful information. Lucky me I found your site unintentionally, and I’m stunned why this twist
    of fate didn’t took place earlier! I bookmarked it.

  15. swimming pool last Says:

    of course like your web-site but you need to check the
    spelling on several of your posts. A number of them are rife with spelling
    issues and I to find it very troublesome to tell the reality however I’ll definitely come again again.

  16. horse back riding Says:

    This is very interesting, You’re an overly skilled blogger.
    I have joined your feed and look forward to in quest of more of your
    wonderful post. Additionally, I have shared your web site in my social networks

  17. hosting terbaik indonesia Says:

    Artikel bagus soal hosting ini sangat bermanfaat.

    Keren sekali & penting diketahui. Tiap orang yg pakai ataupun lagi mencari layanan web
    hosting terbaik di Indonesia harus baca artikel ini.
    Kunjungi juga website saya ya, ada tulisan menarik yang mungkin bermanfaat bagi para
    pencari layanan hosting. Thanks.

Leave a Reply: