Productive Apologies
Customer relationships are valuable, fragile, and not to be taken for granted. It takes time to build trust with a customer; destroying it can happen in just a few incompetent minutes. Relationships are intimate. People, not organizations, create them – by listening with empathy to one another, and then connecting to resolve a problem or achieve an aspiration. When something goes wrong, these human connections make the difference – it’s when they’re needed most. But too few organizations have trained, empowered or rewarded their employees to invest …
