Can I Get A Simple, Sincere Apology?
08.10.2005 | Chris Bailey | Focused on WorkIs that too much to ask? This evening, I went to the grocery store to pick up some dinner, beer, and ice cream (any guesses as to what brand and variety? a clue can be found here). The reason I chose the ice cream was because I had a coupon. After showing her the coupon as I approached her, I laid it on the little check writing counter in front of the cashier. However, she was in such a hurry to get me through the line, she didn’t bother to notice the coupon. When she finally finished my checkout, I asked if she had scanned the coupon. Her reply: "No, it’s too late." Okay, she did try to get the manager to come over and credit the $1.00 back to my debit card, but it hardly seemed worth the trouble.
So, what’s going on? Am I making too much out of something really small? Am I just tired after dealing with some very cranky members today? Maybe. Yet, why is it so difficult for all of us who are in the service industry to just offer a simple, honest apology? Lest you think it’s just folks who work in fast-food (I can’t remember the last time I had an apology or even a thank you there), grocery stores, and similar places, I’ve had my fair share of experiences with high-end retail lately, as well. Perhaps you have, too.
Here’s the kicker: I need to call a member back tomorrow and apologize to her. Do I want to? Not really, but this is a case where I messed up. I was right on with the facts of the conflict, but simply forgot to separate the person from the issue. In the end, I was wrong and I need to admit to it. So, even though I can’t get an apology from my local grocery cashier, at least I can offer one to my member.
6 Responses to “Can I Get A Simple, Sincere Apology?”
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Hi Chris…
It’s been a long time.
Sometimes I think life is a has a little cloud over those of us who are passionate about customer service. It’s so important and we get so upset when we see others failing so badly at it or not caring a bit about it. Ignorance can be bliss sometimes…but not for long.
Aloha!
We are fortunate in Ponte Vedra. All our grocery stores seem to be well managed. Our restaurants, on the other hand, are another story. Nothing infuriates me more than an apathetic or distracted waiter.
Is it too much to expect a sincere apology? I don’t think so.
Even though I know that being upset hurts “me”, I’m human, and I keep getting that lesson put in front of me. One of these times, I’ll get it right.:)
Stuart Wilde once said something about: What you see on this Earth is all a part of evolution.
For some reason, that sounded “hope-filled” for me…as well as those who I get upset with.:)
Hi all (and welcome Patty), I’ve just returned from eastern Tennessee and I’ve come to a rather simple conclusion: it’s all in where you are located. Okay, maybe not all, but let me offer some interesting and brief thoughts:
Nearly every place we went, we had very good service. At a barbecue joint, we had one of the very best servers that I can recall. While the ribs were great, the whole experience was made spectacular by Susie. There was a Starbucks near the motel and the two women who worked there seemed to genuinely care that I would have a nice day.
Is there a moral here? Compared to Washington DC, Johnson City, TN is a place with a slower and more laid-back lifestyle. Could there be something to the urban experience that makes it dramatically different to that of a smaller town? Intuitively, it makes some sense. But then, I’ve had a great experience shopping at Trader Joe’s around here. That’s one place that GETS the whole customer experience.
Hello. I thought I’d offer a different point of view here. First off, no, it is not too much to ask for an apology, you are correct there. However, having worked in fast food for the past 2 years I can tell you that most places do not treat their employees very well and the pay is even worse. We are expected to do more and more for less and less money. We have to fight for pennies sometimes (literally, I had to fight for a 2 cent increase in my raise at one point and found out my boss later told another employee that he did it just to “shut me up”). And I work at a locally owned fast food place that tends to be better to their employees!
The public also wants more for less money which means less profits which means less pay for employees at the bottom (the ones who mainly deal with the public). There used to be a time when most people would pay more for better quality but it seems now more people would rather get cheap stuff and not pay as much, even if it means bad customer service.
Hi Ally. Thanks for offering your perspective. I think you point out something that businesses and associations really need to get clear with themselves: you can’t create a passion-provoking customer experience in a vacuum. It’s really an inside job meaning that you’ve got to treat your employees right before they’ll begin to treat your customers and members right.