Comments on: Sorry Isn’t Enough

By: Mike Bates

Mike Bates — Tue, 22 Jul 2008 15:05:19 +0000

Yes, in the end I guess we are all judged based on what we do rather than what we say (and what we say we will do and don’t). Not that saying “sorry” (or showing sympathy, or pride, or what-have-you) isn’t important, but in the end, saying you are sorry is often an empty gesture if it’s not backed up by some evidence of remorse. I was watching Shattered Glass yesterday, a film about The New Republic reporter who faked his stories. At one point, after telling lie after lie, and getting caught in them, he is incredulous that his apology isn’t enough to save his job. The principle is differeing in tis case, since that’s a deliberate deception; but too often, I think that we are conditioned to believe that simply saying “I’m sorry” makes everything better. Good article.

By: Cameron Schaefer

Cameron Schaefer — Sat, 19 Jul 2008 23:56:42 +0000

@ Brice,

That is really too bad. A company is shooting themselves in the foot when they don’t give their employees the authority needed to serve the customer properly. Good point!

@ Tiffany,

It’s good to get the perspective of someone who is on the front-lines of customer service everyday. I’m sure you get an earful everyday. I salute you for your patience, haha! Great point on what the customer wants to hear!

By: Brice

Brice — Sat, 19 Jul 2008 23:46:46 +0000

I agree. It’s most unfortunate that too often an employee does not have the authority to make such a decision. The best example is the store clerk that cannot void a wrongly-entered item. Seriously.

By: Tiffany

Tiffany — Tue, 08 Jul 2008 13:19:57 +0000

Ha, ha, wow, this is so true! Working in a technical care center for cell phones, people only call me when somethingis broken on their phone or down in the network. I learned very quickly that even though they do want to hear the words “I’m very sorry”, that is not enough! They want to hear, “I’m very sorry, and this is what I’m going to do make up for it because I really appreciate your business!” If I had a quarter for every guy who cut me off saying, “I DON’T CARE if you you’re sorry!” Ha, ha, good post, Cameron.

By: Jacob Goodlin

Jacob Goodlin — Thu, 26 Jun 2008 16:32:46 +0000

Well done! This hits home with me because I’m so justice driven.

By: Dad of Divas

Dad of Divas — Wed, 25 Jun 2008 12:08:04 +0000

I agree with you on this and have had numerous experiences where this has been the case… I have wondered why some restaurants truly cater to the customer and some can be infallible. I do think however that to put a small amount of money toward your customers to solidify their return seems to make much more sense than the converse!

By: Brian Reese

Brian Reese — Wed, 25 Jun 2008 02:04:03 +0000

Hi Cam,

Just got back from the wedding and honeymoon!

I enjoyed this post because it fits with my lifelong philosophy of “Whatever you are, be a good one.” I stress this with everyone I meet and I love hearing stories and having personal encounters with people that correct mistakes and do their best to be their very best.

It is tough; however, to get buy-in from the top on down. Those at the bottom have a tough time taking personal ownership in an organization. Any tips on this?

Take care. Hope you are enjoying your new surroundings!

-Brian

By: Shanel Yang

Shanel Yang — Wed, 25 Jun 2008 00:35:06 +0000

By the same token, sometimes “thank you” isn’t enough if it’s a really loyal customer/client. ; )