Claim the Blame

Good morning,

It's Friday and it's sunny! Two great reasons to smile. Plus, hopefully we'll get to enjoy some sunshine this weekend. Meanwhile, I'm reflecting on a fact that's quite simple but sometimes surprisingly controversial.

It's okay to apologize.

Strike that. It's essential to apologize. However, you've probably noticed that as a society we're out of the habit. Maybe it's fear of lawsuits. Maybe it's picked up from politicians who don't want to claim the blame. Sure - none of us wants to admit we screwed up, but saying "I'm sorry" isn't as scary as it seems.

This subject is on my mind today because I recently had the pleasure of attending a customer service seminar hosted by the Livonia Chamber of Commerce at the Embassy Suites. One of the many points addressed by presenter Robin Whitfield, Embassy Suites general manager, pertained to resolving customer concerns. Robin specifically brought up the fact that, too often, business representatives skip the important steps of being empathetic and apologizing to the customer. Instead, they jump straight from listening, if they really listen at all, to trying to problem solve.

I'll leave you with a handy little acronym that Robin used to articulate four important steps that should be followed - in this order - when addressing customer concerns, or anyone's concerns for that matter: LEAP. Listen, Empathize, Apologize and Problem Solve.

Have a sunny day!

Clarity

P.S. "Never ruin an apology with an excuse." Kimberly Johnson, American poet and Renaissance scholar.

P.P.S. Thank you for visiting www.MySunnyNotes.com. If you’re new to Sunny Notes and would like to receive my sunny email each Friday, visit www.JoinSunnyNotes.com.

Clarity Patton Newhouse
Metropolitan Lincoln Mercury
32000 Ford Road
Garden City, MI 48135
313-670-7505
MetroMichigan.com