Tag Archives: Customers

Why is “I’m Sorry” So Difficult?

It’s not for me. But I’ve known some people for years who have never been able to voice their apology. Is it because they can’t admit they made a mistake? Or because, whatever it was, was not their fault and therefore, they felt their apology wasn’t warranted? Are they just being stubborn? Egotistical? Insecure?

I’ve always looked at it as an empathy issue. If someone feels slighted or fibbed to or is the victim of some injustice, I, in turn, feel bad for them and sympathize with them, whether or not it has anything to do with me. That gives the “victim’s” feelings—validation, which is usually all they want. I’m not talking about the “constant complainer.” Some people aren’t happy unless they are miserable. I’ve known those kinds of people, too. I’m referring to us average, everyday folks.

We’ve all heard, “The customer is always right” in a business situation and businesses try to satisfy their customers as much as is reasonable in order to keep them happy. Most of the time this is still true in today’s world.

Recently, I had two separate incidences where appointments were made for someone to do some work in my home on certain days. Not only did both workmen not show up, they never bothered to call to explain why. I had cancelled my plans so I could be available those days and I waited and waited all day, both days for them. Do you think I had the justification to be annoyed? I certainly do. And in both instances, I was not contacted the next day, either, for an explanation. I had to call them to find out when they would be coming. I was angry by that time. I did get an explanation, finally, but I didn’t feel I got a proper apology for either instance.

To me, that kind of behavior is unprofessional. Period. How long does it take to make a phone call? A whole minute, perhaps? To me there is no excuse for not calling. None.

I may have made a mistake in bringing this slight to the attention of one of the bosses of a business. The danger of complaining is that it sometimes makes people angry with you and could result in, any work left to do, getting done in a rushed manner without regard to quality care. So what is a customer to do? Keep quiet and feel abused? Say something and hope the boss will care enough to make sure it never happens again?

My instinct tells me that the boss I spoke with does care and wants me to be happy. What has been an exciting and delightful experience, has tried to morph itself into a worry for me, but I have decided to be my usual positive self and believe all will turn out perfectly.

On another note, I apologize to you dear reader for not continuing this month with my remodel series of blogs. I have been faux painting my Grecian columns and they have taken longer than expected. Next month, I promise, I’ll have pictures of my spectacular new master bathroom. Hope you’ll tune it then.

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