Two elements of an apology

Compassion and Contrition

“We’re sorry that your flight was cancelled. This must have truly messed up your day, sir.”

That’s a statement of compassion.

“Cancelling a flight that a valued customer trusted us to fly is not the way we like to do business. We messed up, it was an error in judgment for us to underinvest in pilot allocation. Even worse, we didn’t do everything we could to get you on a flight that would have helped your schedule. We’ll do better next time.”

That’s what contrition sounds like. We were wrong and we learned from it.

The disappointing thing is that most people and organizations that take the time to apologize intentionally express neither compassion nor contrition.

If you can’t do this, hardly worth bothering.

But it is worth bothering, because you’re a human. And because customers who feel listened to help you improve (and come back to give you another chance.)

Reblogged from: here

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About janaknmistry

Janak is a 1984 born, MSc and MBA educated from Mumbai, India. He is an avid traveller by choice and a solopreneur by luck. He has clocked many thousands of kilometres on a motorcycle. It was his journey to the Leh-Ladakh, which motivated him to write about his experiences throughout the journey in enjoying the beauty, pain and hardships. He has successful authored and published his book called “Journey in Time with Timeless Memories” which is released and published in Germany and available all over the world besides Asia and the Middle East. Apart from being an author he is an active book reviewer too and have reviewed books by some of the established authors in USA. Janak runs a motorcycle expedition co. called Jack n Jill-The Moto Expedition Co. He is passionate about travelling and photography, which helps him find a beauty and meaning in this wide busy world. It was his journey to the Leh-Ladakh which motivated him to write about his experiences throughout the journey in enjoying the beauty, pain and hardships. He is passionate about travelling and photography which helps him find a beauty and meaning in this wide busy world.
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