Over-apologizing for things you can't control doesn't protect the guest experience. It damages it. Learn the framework to acknowledge, pivot, and move on.
This is spot on about how apologies can actually confirm disappointment rather than ease it. Ive noticed the same patern in tech support where excessive sorries make customers feel like something really is broken. The 'could I have prevented this' test is brillaint because it cuts through that reflex to own every problem. Gonna start using that with my team.
This is spot on about how apologies can actually confirm disappointment rather than ease it. Ive noticed the same patern in tech support where excessive sorries make customers feel like something really is broken. The 'could I have prevented this' test is brillaint because it cuts through that reflex to own every problem. Gonna start using that with my team.