“I’m sorry!”

“I’m sorry!”

“I’m sorry” is a powerful phrase, not only in personal relationships but also in business.

Many businesses struggle with saying “sorry”. When a customer complains, the customer support will often rather defend their actions, finding reasons for why it wasn’t the business’ fault. When a deal doesn’t work out as planned, the manager will rather put the blame on circumstances, finding reasons for why it wasn’t her fault.

And I get that. It’s probably not their fault. Quite likely, it’s nobody’s fault (or even mine?). But that’s not what “sorry” is about.

“Sorry” is about empathy. “I hear you. And I feel your pain.” That’s what customers and partners are longing for.

They know just as well as you do that it wasn’t your fault. But it’s them who have to deal with the unfortunate outcome. Their product is broken. The deal hasn’t worked out. The delivery has arrived after the event. The investment is wasted.

“I’m sorry for that.” … “I hear you.”

It can’t change the past. Sure. But it changes the conversation you’re having right in that moment … sometimes dramatically so.

Free Webinar: Flip the Script

Find clarity on what success means for you and flip your inner script so you live up to it.

Read More

The selfish speaker

The selfish speaker is still the standard approach to speaking. Selfish speakers want us to get them. As opposed to them getting us. They speak

Read »

When everyone zigs …

… zag! Sure. But keep in mind that going straight when everyone else keeps on zig-zagging, takes you a long way. Not every trend is

Read »

What if they are right?

What if, just for today, you assumed that everything you believe is false? That the others are, in fact, right. That their objections to your

Read »
Dr. Michael Gerharz

Dr. Michael Gerharz

NEWSLETTER

Crack the
Clarity Code!

Think, speak, and lead with clarity!
  • Start your day with a boost of clarity
  • New posts every weekday
  • Special offers
You can opt-out any time but I think you’ll really like what you get. Please see my privacy terms.