We’ve heard it before and we’ll hear it again. “I’m sorry, I apologize.” Most customer service training programs emphasize using these empathetic statements when appropriate.
Always apologize to customers when they complain. Oh, and sound like you actually mean it. In fact, practice making empathetic facial expressions in the mirror as you say it.
Saying sorry doesn’t cut it anymore. It’s just not enough. It’s a hollow rote response that’s bound to fail. Unless…you put some meat behind it! (Why do I use that metaphor when I’m vegan?)
If you want me to love your products, stop apologizing and make them better!
Here are the three reasons why apologies fail:
#1. Apologies have no meaning if products or services are poor. Apologizing cannot overcome badly made products or lackluster service no matter what you do.
#2. Apologies are hollow unless you demonstrate genuine empathy. In my experience, most reps say they’re sorry like they say, “hello.” It has no emotion in it. It’s a trained rote response. A seal could do a better job.
#3. Apologies are useless to customers unless you actually correct the problem immediately and it doesn’t happen again. Don’t make customers jump through hoops to rectify issues. Make it super easy for them.
Here’s a “real-life” example for you:
I purchased a small ASUS notebook in May, 2015 so hubby could use it while traveling. He used it during June and July and then it sat on a shelf. Until September.
I booted it up to update Windows and other software in anticipation of an upcoming trip. Lo and behold, the keyboard and touchpad weren’t recognized.
I called for support and the rep apologized profusely. Whoopie. Hubby used it for six weeks and he’s sorry? It never should have happened in the first place.
He gave me an RMA (return merchandise authorization) number and expected me to pay the return shipping cost. Forget it, I said. He capitulated to my insistent tone.
About two weeks later, the “repaired” notebook arrived. Of course, it had been factory reset so I had to reinstall the software.
As I was updating the virus software, it happened again. I rebooted and then couldn’t log in. The keyboard and touchpad weren’t recognized. Did they fix anything?
I called ASUS support again, but this time, the rep walked me through the re-installation of the affected drivers. When I had to reboot, he wouldn’t stay on the phone. Sorry, he said… he gave me a case number and told me to call back if it didn’t work.
Well, it worked, for about five minutes and then the same problem occurred. So, I called back. This time a female rep answered, apologized (again) and wanted to guide me through troubleshooting. By this time, I had spent the afternoon on this problem and had had enough. I wanted to send it back!
She asked to put me on hold, and after ten minutes, I realized that she wasn’t there. I hung up and called the number again, but couldn’t get through.
Again, if you want me (or your other customers) to love your products, stop apologizing and make them better.
In my book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, I write:
In fact, before apologizing, thank them for bringing the matter to your attention. How else would you learn of these issues?
Behemoth international corporations have thousands of customer care employees to manage complaints. If yours is a smaller business or nonprofit organization, you have an advantage. You are closer to solutions and can empower employees to resolve issues independently. You can take a hands-on approach – IF you handle them correctly.
Have you had a frustrating customer experience in which apologies were hollow? Please share your thoughts in the comment section below because I’d love to hear from you. Thanks a million and here’s to your sweet success.
About guest blogger Elaine Fogel: Elaine is a marketing, branding, and customer experience evangelist, professional speaker, and author of Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success. People in 100+ countries regularly read her blog, Totally Uncorked on Marketing and her articles have appeared in many publications.