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Showing posts from May, 2017

The art of the professional apology

In my line of business it's often assumed that it's unwise to apologise. The same probably goes for most businesses. To apologise is to admit liability for at least part of a mistake that has been made. As a provider of a professional service, to apolgise is to reveal a vulnerability in the expertise that your customers have come to you for.

Yet a sincere, unlaboured apology can be an important part of the ongoing development of a business relationship. It can also test a relationship. Is the receiving party going to take advantage of the situation and press for discount, raising a volunteered admission of mistake as justification? And in that case, is this the type of customer you really want to be dealing with (if you have a choice)?



[This joker doesn't look particularly sincere - https://medium.com/@laurenholliday_/how-to-write-a-damn-good-apology-8b554513f8eb]

A sincere apology usually takes courage. It can in-fact be viewed as a sign of good judgement. An apology is of…