When things don’t go well for a customer, sometimes the best thing to do is simply apologize.

I’ve used the phrase “I’m sorry for the experience you’ve had,” many times in my career.

The trick is to ensure that everyone who interacts with customers recognizes when things don’t go well (empathy), takes the time to apologize, and then works to make the best of the situation.

More often than not, it’s not the fact that a bad thing happened, it’s what we do next that matters most.

View original discussion on LinkedIn