The problem with saying “I’m Sorry” too much….
When you do something that requires an apology, you should sincerely and immediately apologize.
But what happens when you apologize too much…… and for things that don’t require an apology?
If a waitress apologizes every time she comes to your table, it will affect your overall perception of her service.
q.”Excuse me, could I get a refill on my drink please?”
a.”Oh, sorry. I’ll bring that for you right away.”
q.”Is it possible to get another fork? I dropped mine on the floor.”
a.”Oh, sorry about that. Sure I’ll go get you another one.”
q.”I changed my mind and decided to get a coffee after all please.”
a.”Sorry, I’ll be right back with one for you.”
Now the waitress/waiter didn’t have to be sorry for any of that. They are using the word as a filler. But the impact can be bad on their tips.
When it comes time to leave the tip, the customer might think something like this; “Well everything seemed fine about the service, but the waitress did say sorry alot. The service must not have been that great.:”
This example can be used for any customer service interaction.
IF you do apologize for something that isn’t your fault then be clear about it.
“I’m sorry the shipping company didn’t deliver your package on time.” is much different than saying “I’m sorry” when a customer calls to say the shipping company didn’t deliver their package on time.
The first sentence shows you are disappointed and on their side. The second sentence can leave them feeling it is your fault the package didn’t get delivered on time.
Apologize when you make a mistake. Don’t use “I’m Sorry” as a way to start a sentence with your customers,
or they might look back on the experience and think something was wrong……. even though there wasn’t.
Excellent Customer Service – Who’s Responsible?
I ATTENDED a seminar on Negotiation.
The presenter began by asking two questions;
1. When a negotiation goes well for you, who is responsible for that? You or the other party involved?
2. When a negotiation goes poorly for you, who is responsible for that? You or the other party involved?
In a room of 45 people,
- 45 people felt they were responsible when things went well.
- 6 people felt they were responsible when things didn’t go well. The other 39 blamed the other person involved in the negotiation, or other factors.
People take credit when things go right…. and are quick to blame others when trouble occurs.
It’s the same for customer service.
How many times have you heard a customer service person tell you, “It’s not my fault…. someone else was supposed to take care of that.”
It’s a rare person who takes responsibility. It’s also rare to get good customer service.
The two are related.
Are you “In the Weeds?”
July 15, 2009
If you’ve ever worked in a restaurant ( and if you haven’t i recommend that you do!), then you’ve likely heard the term, “In The Weeds”.
Many times a restaurant employee will say, “Wow did I ever get “Weeded” tonight!
Here’s how the term was explained to me early on in my career.
Imagine you go swimming in a lake. You feel something tugging at your feet…. slowing you down, wrapping your legs up. You’ve run into a patch of weeds! You begin to kick and flip your feet to get the weeds off of you, but this just makes things worse. After a few short moments of struggling you become even more tangled up in the weeds. Continuing to struggle, two things happen;
1. You become even more tangled in the weeds and bogged down.
2. You tire yourself out and have less strength to escape as time goes on.
If you try to force your way out of the weeds this way …. you will fail, with not so favourable consequences.
Being “In The Weeds” is a term used to describe being overwhelmed. It’s a popular term with restaurant staff, but it can be used to describe being overwhelmed at any job.
- A Tax preparer can be overwhelmed (Weeded) at tax time each year.
- A Salesperson can be “in the weeds” during a tough week on the road.
All of us can be overwhelmed and if we handle this the wrong way ……. we can drown.
Here’s how to get out of the weeds (both in the lake and in your situation)
1. Relax, stop struggling. Fighting only drags you down, so stop flailing.
2. Reach down and untangle the weeds. In a lake you are on your own likely, but in your case you can often ask for help. The smallest helping hand can break the downward spiral you are caught in and help you recover.
3. Move on, leave the weeds behind, and forget about it. Don’t dwell on it. You got out of the weeds ! Be happy and learn from it.
The best way to deal with being in the weeds is to not get stuck in them. With experience you’ll start to recognize the tell tale signs (the slight tickle on your feet in the lake will enable you to slow down, lift your feet a bit, and slowly move out of them…..once you know what the tickle on your feet means!)
Also be sure to help others around you get out of the weeds when they are stuck. Helping others ensures help for you when it is needed.
Good Luck !
( And Happy Birthday CeeCee!)
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