The Two Hardest Words to Say | Weekly Report for June 17, 2022
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.”
Say “I’m sorry,” and mean it.
Assure them that you are working to make it right.
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.”
HCB2 BOXER BRIEF 5K
Over the weekend, Account Coordinator Bailey Broughton and Jr. PR Specialist Ava Adenauer joined our client Hitting Cancer Below the Belt bright and early for their 10th annual Boxer Brief 5K. This event raises funds each year for colorectal cancer awareness and services in central Virginia. Over the last 10 years, they’ve accumulated more than $800,000 in funds. This year, they added $60,000 more to their cause!
RAISING THE ROOF
On Tuesday, our Madison+Main-iacs met with one of our newest clients Dominion Roofing Solutions for a CORE facilitation. CORE as you may recall from earlier Weekly Reports is a collaborative four-hour exercise, designed to get to the core of a client’s brand and identify its core audiences. The teams introduced themselves and got straight to work, strategizing for our exciting new projects together. You could say our team really “raised the roof” for Dominion Roofing. That pun gets me every shingle time. Anyway, here’s Administrative Director Katherine Lewis putting our gift to good use!
TRIPS TO TWO RIVERS COUNTRY CLUB
This week, Creative Director Art Webb and Account Executive Andrew Simpson couldn’t get enough of our client Governor’s Land at Two Rivers. They spent Sunday night with BES Studios, one of our trusted audio and media production partners, for a drone photo shoot and returned on Monday with Finance & Operations Manager Katie Rossberg in tow for a video shoot. Two trips to Two Rivers Country Club turned into three as Art and Andrew returned on Wednesday for yet another shoot. Check out these great behind-the-scenes shots of their visits.
VIEWING THE VENUE
On Thursday, a handful of Main-iacs took a trip to meet with our client Atlas 42. No, not to attend a big party, but rather to plan for upcoming events and projects. Our team’s problem-solving solution is simply putting our heads together — five to be exact for this excursion. Atlas 42 recently rolled out the red carpet for the Midlothian Rotary Club’s annual installation banquet, which I attended, and they knocked it out of the park. Looking for a great event space or wedding venue? The answer is Atlas 42.
LANDING MAJOR AWARDS
Our client Williamsburg Landingcelebrated author and end-of-life doula Janna Roche’s selection as the 2022 recipient of the Outstanding Service to Seniors Award. This annual award is presented annually in partnership with the Williamsburg Community Foundation and honors those who have exhibited outstanding service in the field of senior services in Williamsburg. On top of that big win, Williamsburg Landing was also awarded the 2022 Workplace Excellence Awardat LeadingAge Virginia’s Annual Conference. It’s no surprise to us that the first and only accredited Life Plan Community in the region is home to award-winning team members. Congratulations!