The Two Hardest Words to Say

Mistakes are part of life. We either learn from them or we don’t. We all slip up from time to time.

Except me. #JustKidding

A mistake. A goof. A screw-up. F.U.B.A.R. No matter how hard we try and no matter how much we care, we’re going to make a mistake once in a while. It’s forgivable. Some mistakes are more forgivable than others. But the thing we need to remember is that saying just two little words – “I’m sorry” – can make a HUGE difference. 

There are two things people want from an apology: sincerity and promise. Whoever rectifies their wrongdoings has the intent to not do them again. Not acknowledging the mistake, whether it’s your fault or not, compounds the mistake. 
“I’m sorry” might be the two hardest words to say in the English language, but if you’re in business and you want to keep your customers happy, they need to roll off your lips with ease and sincerity. The second part of the mea culpa is “promise” and that can sometimes be easier to convey.

I’ve found a simple three-step process to instill in every member of your organization when things “go south.”

1. Say “I’m sorry,” and mean it.
2. Assure them that you are working to make it right.
3. Promise them it WILL NOT happen again.

You don’t need a four-hour seminar on delivering excellent customer service. Just read, write down, understand, and use the three simple steps above the next time — and there will ALWAYS be a next time — you screw up.

If you or your brand blunders, a simple “I’m sorry” can do a lot of good if done correctly. Admitting that things went wrong seems simple, but it can save the relationship and make life much, much easier for you and your customer. People make mistakes and most of them are forgivable. “I’m sorry” works. “My bad” doesn’t. Neither does “Sorr-eee.” If you say “I’m sorry” and the next word out of your mouth is “but…” that doesn’t work either. No one wants to hear excuses. And if you ever utter the phrase “I’m sorry you feel that way,” you’re just being passive-aggressive and might get punched in the mouth. It’s two simple words. It begins with “I’m” and ends with “Sorry.”

Here’s an example: “I’m sorry that my blog this week is more than 400 words. I’m going to edit this down to closer to my goal of 350. Rest assured next week’s Weekly Report will be shorter. Thank you.”