05/03/2024
This is NOT a rant or a complaint. It’s just a little bit of advice for those who work with the public. The most magic words you can use are “I’m sorry about that.” When you fail to meet expectations, whether big or small and no matter whose fault it is, just smile and say “I’m sorry about that” and then move on to what’s next.
I have noticed that service (particularly in restaurants) has dropped off (supply chain problems, labor shortages, etc). But it doesn’t cost anything to let the customer know you understand he/she is disappointed. Unmet expectations has become an expected reality almost daily, but I honestly can’t remember the last time I heard someone say “oh, I’m sorry about that. Let me see what I can do.” It doesn’t really fix anything but it makes the customer feel a little better and it makes them want to come back.
Now please don’t comment a bunch of negative things about “this generation” or your experiences. I just wanted to make my point as a person who has worked with the public for literally 38 years. And, believe me, I often fail to meet expectations of those whom I serve. So, if you’re one of those I’ve disappointed let me say “I’m sorry about that. I’ll try to do better next time.”
