The Perfect Apology – the ONE Word That Destroys It!
by Kate Nasser |
As The People Skills Coach™, I start this post with the assumption that you are willing to take ownership of the impact your actions and words have on others. You are ready to deliver the perfect apology!
Well the perfect apology is found in simple sincerity and the ONE word that destroys it is …
I am sorry IF I hurt you. IF? Do you own it or not? Do you care to rebuild my trust or not?
I am sorry IF that came across as … IF? You are aware that it came across badly so why waver?
We are sorry IF we have not met your business needs. IF? We wouldn’t be discussing it otherwise.
Your intentions don’t matter much if a team member or a customer is offended by what you have said or done. Rebuild the trust with a sincere apology as soon as you are aware of his/her reaction.
Replace IF with THAT or FOR and see the difference.
I am sorry THAT I hurt you.
I am sorry FOR the impact this had on you.
I am sorry THAT came across as …
We are sorry THAT we have not met your business needs. We will …
Why does this little change make a big difference to others? Because it is clear that you are putting their needs ahead of your pride. Simple sincerity makes for the perfect apology.
Are there are other words that destroy the perfect apology?
What apology format have you found successful?
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2010-2012 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, Kate Nasser, The People Skills Coach™, goes far beyond etiquette and body language in her training sessions and DVDs. She delivers insights on human needs that catapult customer care and teamwork to refreshingly new heights. See this site for video footage, DVD info, workshop outlines, and other blog posts.