Habit 12—Never Having to Say You’re Sorry
The personal inability to apologize or accept responsibility for personal or organizational error or injury.
A close cousin to explaining failure, the habit of refusing to acknowledge that the customer has been wronged—and refusing to express regret for the customer’s loss—is one of the top reasons tension escalates in company-customer interactions.
How do you feel when as a customer your sales contact never quite gets around to saying, “I’m sorry, we goofed”? He provides all the reasons in the world why you didn’t get what you paid for, he can recite chapter and verse the company’s policy and “recovery” procedures, but still there is never any personal verbal acknowledgment that your disappointment is ...
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