That phrase, “I’m Sorry!” is not said enough.
You are waiting for your coffee; there are people ahead of you and only one barista. The barista finally hands you your coffee after 4 minutes (having worked at a coffee shop for many years your drink should be done in 90 seconds) but that’s fine, 4 minutes it is. The barista says your name, and hands you the drink with no eye contact. Well now you are upset that no one said sorry for the wait and now you are contemplating if you’ll ever go back to that place.
You are waiting for your coffee; there are people ahead of you and only one barista. While the barista is making a drink he looks up and says, I am going to work as fast as I can, but it will be a little wait, I’m sorry about that. You are instantly ok with waiting. Your drink is ready, the barista knows you are there (cuz he already acknowledged you), he hands your drink and says, ‘thank you for waiting patiently, and again I’m sorry about that. I really hope this didn’t ruin your day.’ (he threw in a little joke to lighten the situation) It made you laugh and you are walking away with a smile on your face and going to talk about this place in a positive way to all of your friends.
Why don’t people want to say sorry?
– We don’t like to own up to mistakes and we don’t like to be wrong. But it ultimately comes down to pride. It’s a vulnerable thing to admit when you are wrong. When a toddler hits their younger sibling, the parents don’t disown the toddler; you discipline, make sure they know they did something wrong, they apologize, and learn from their mistakes. Toddlers shouldn’t be the only ones saying sorry. We need to make sure we still say sorry, learn from our mistakes and grow.
People working in customer service deal with having to apologize all day long. They (personally) didn’t do anything wrong, but because of their job, they take ownership of where they work and create solutions for their customers.
Create Solutions! Say Sorry! Acknowledge People!
Here are a few phrases we need to add to our vocabulary:
-I’m sorry I messed up.
-Thank you for waiting.
-Thank you for being patient.
-I see you and will work as fast as I can to get you on your way.
-Is there anything I can get you?
-Do you need anything?
Be someone who says sorry, who acknowledges other people. Be someone who possesses compassion.