I’m sitting in my home office doing a run-through of my slide deck for a very special keynote I’m delivering at the GMA Consumer Complaints Conference in San Francisco next week, and I thought I’d […]
My business was founded to help companies completely restore customer confidence and regain goodwill after service failures occur. I tell my clients all the time that a complaint is a gift. A complaint is a […]
One of the top reasons customers state for leaving a company is a problem was mishandled. Frontline employees need to be trained to respond to problems with a sense of urgency and to do everything […]
One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50 percent of customers who voice a complaint never receive an apology from the organization.
Not only does an apology provide “soft” benefits such as creating calm, shaving minutes off of talk time, reducing stress on the employee, etc., but it can also translate into significant and measurable savings in decreasing lawsuits, settlement costs, and defense costs.
Doctors and hospitals are beginning to discover what savvy customer service professionals have always known: sorry works. A new program for doctors, nurses, and hospital administrators called Sorry Works encourages doctors and hospitals to apologize quickly when mishaps occur and to offer a fair settlement upfront to families and their attorneys. The Sorry Works program has resulted in a dramatic drop in lawsuits. The University of Michigan hospital recently implemented Sorry Works and reports that the number of pending cases has dropped and defense attorney fees decreased from $3 million to $1 million annually. Clearly, sorry does, indeed, work.
Does a 2 million dollar savings based solely on an apology sound too good to be true? Let me walk you through exactly why sorry indeed does work… here are the facts:
“I’ll fix the problem, but I am not apologizing for a problem that is not my fault.” Myra’s response to: “I’ll fix the problem, but I am not apologizing for a problem that is not […]
You probably remember the story about dozens of JetBlue Airlines’ passengers being stranded for more than 10 hours on the tarmac without taking off. Would you believe that JetBlue still managed to get the JD Power & Associates Award for #1 Customer Satisfaction for the airline industry for that year?
How did they do it? They apologized outright to customers after the traumatic event. And here’s how they did it:
“We are sorry and embarrassed. But most of all, we are deeply sorry.”
A lot of companies are afraid to apologize because they think an apology assumes responsibility or that it may put the company at risk for liability. And I think this is a huge mistake.
The JetBlue example assumes total responsibility, holding nothing back. Look at how JetBlue goes on with their apology:
“Words cannot express how truly sorry we are for the anxiety, frustration, and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week.”
JetBlue’s apology acknowledges their passengers’ “pain,” assumes accountability, conveys sincere concern, and the apology is direct. Most companies are too cautious to pull off an apology like this. Maybe the willingness to offer a genuine, bold apology after a service mishap is part of the reason JetBlue has topped the JD Power rankings for best in customer service for four consecutive years.
If your goal is to restore customer confidence and retain more customers, you need to apologize to customers in the wake of any problem, regardless of fault. When you do, you create emotional bonds with customers and build and strengthen customer loyalty.
Following are the 5 simple steps to apologizing to customers.