Even the best companies mess up from time to time and, when they do, they say sorry.
They take responsibility for their error, put their hands in the air and admit their mistake without waiting for the customer to point it out.
They say sorry in the words you would use when apologising to a friend. “I’m sorry” or “I’m really sorry” sounds much more genuine than “We apologise for the inconvenience caused.”
They try to make amends by offering a discount or a special deal.
The smartest brands also make their apology appropriate to their industry. The picture shows how one Edinburgh coffee shop says sorry. Can you follow their lead and turn frowns into smiles?
Visit Only Marketing’s Learning Academy for tips and guides on improving customer care.