I’m Sorry …

Jun 15th, 2012 | By | Category: Geri Roskopf's Blog

I’m sorry … two little words that mean so much in so many ways. For example:

I’m sorry I broke your vase.

The tornado left a sorry sight.

What a sorry excuse for not showing up for work.

So sorry for the loss of your loved one.

Being sorry can express many different emotions: guilt, sympathy, regret, pity and remorse are some of them. Being in the towing business, I’ve found these two words can usually help smooth over a bad situation when a customer is unhappy, angry or disappointed. What I found out though, is the way you say those two words makes all the difference in the world as to the meaning of them.

I had some booklets printed at a local print shop. When I had the chance to go through the booklet, I found they missed printing one of the pages. My first thought was that I forgot to put that page in the copies I gave them. That wasn’t the case. When I called the company to let them know about the problem, they said it was very unusual to have pages missing as their computer does a count three times before it is printed.

The company representative offered an apology, which was mostly rattled off and sounded like he was reading from a script. “This is what we can do” sort of thing — but actually, he didn’t offer anything that would have helped, or make me feel better about their mistake.

The way I was talked to was an eye-opener for me — hurried and without a true feeling of anyone being sorry for what happened. We are in a service business, and as much as you want everyone to be happy, circumstances come up where you have to say you’re sorry — whether it’s your fault or not.

Sounding like you truly mean it makes all the difference in the world.