Apologise Like You Really Mean It

When you make a mistake, telling a customer "I'm sorry" is necessary, but by itself it is not enough. How you say those magic words matters just as much. Sincere apologies cannot produced by formula, and they cannot be programmed into a computer. Apologising as though you really mean it is more of an art form than a science. That said, here are some general tips for making a genuine apology:

• Acknowledge exactly what happened. Do not issue a generic apology. It is important that the offended parties know you understand why they are upset.
• Take responsibility. Examine objectively how you personally contributed to the mishap, or what the people who report to you did, then own up to it.
• Time it wisely. Some apologies should be made as quickly as possible, while others ought to be delayed.
• Choose the right medium for your message. Where and how you apologise also matters. The main factor to consider when choosing the medium for your apology should be the strength and history of the relationship and of course the severity of the damage.
• Make it brief and unambiguous. No excuses. No elaborate explanations. Get right to the point.
• Reassure them that it will not happen again. You might not be able to guarantee a mistake-free future, but you can guarantee that you will take action  to prevent a recurrence of what went wrong in a specific instance.
• Offer restitution. Try to come up with something of value to help make amends.
• Be sincere. Nothing matters more than this. Make sure the customer knows you truly mean it.

Remember, a sincere "I'm sorry" is a small investment, and the returns can be huge.