The Power of "I'm Sorry": A Lesson in Communication and Transparency
Have you ever experienced a service hiccup that disrupted your entire day? Here's how a simple "I'm sorry" could have made all the difference.
The Unexpected Hiccup
Recently, one of our vendors had a "hiccup" in their service delivery. This rare but possible issue wasn't disclosed upfront, and it impacted me significantly.
The Personal Impact
I spent a day and a half resolving the personal impact. Our team spent hours discussing it, slowing our onboarding process. It even took focus away from my family.
The Power of 'I'm Sorry'
It took three emails and two Zoom calls to hear the words, "I'm sorry." As soon as they said it, I thanked them. It immediately lowered the temperature of the conversation. They then discussed lessons learned and ways to improve.
Lessons Learned
Communication and transparency make a big difference. Working in a service industry, I understand that things happen. But taking ownership starts with "I'm sorry."
No one is perfect. Mistakes happen. But how you handle them makes all the difference.
Your Thoughts?
Have you experienced something similar? How did you handle it? Share your thoughts in the comments.
Director of IT at Taylor Bros. Construction Co., Inc.
5 天前Thanks for sharing Brian Burkett , this type of thing happens and it is how we and they react that sets the tone for remediation. Trust me I have used the fiery lion in the past, but find even if not given an apology to climb past those that are not willing to take responsibility and would rather bath in a multitude of reasons why it wasn’t their fault. A simple I’m sorry does indeed create an environment where we can just go forward and get the issue resolved. Working around your ego only stands in the way of success!