When customers call me and are mad about delays, or inaccuracies, or assorted screw ups I have found out the one thing that most people want.

They want someone to say they are sorry. Not parroting the words with a monotone that betrays your contempt for all of the public you serve, but meaning it. Just the idea that someone acknowledges that you were not treated like you should have been, and the respect that is due to all human beings.

People really don't like excuses, they don't like you to go on and on about why you haven't been able to help them. Just a humble "I'm sorry" can really make people feel better most of the time.


The exception is when in the back of my mind I am thinking, "Yeah, I'm sorry, I'm sorry you are such a schmuck..", but that actually doesnt happen that often....