I recently had a refreshing conversation: someone said sorry to me. Not for something they did, but on behalf of the organisation they work for. A sorry that was overdue, needed, and appreciated. When you’re having to put your case forward, repeatedly, and someone finally listens, hears and is willing to say sorry and focus on putting things right, the relief is real.
None of us gets everything right all the time, individually or within our organisations, and when we don’t, we should apologise. So why are so many of us reluctant? Why do we replace the simple sorry, and here’s what I’m going to do about it, with defensiveness and deflection? How many genuine customer concerns would be resolved with a heartfelt sorry and reassurance that something is going to be done. We find that when things do go wrong, it’s that transparent, reassuring communication that is most valued.
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