Say Sorry

Often those who receive your call of complaint are very reluctant to 'say sorry' for fear of some legal obligation. So conversations can spend 20 minutes or more avoiding the word. It's ironic as often all the consumer wants is a simple apology, said with feeling. As that means: we do regret what we did, we do feel some remorse and we do take ownership. The refund is nice but it actually so often means 'get off our back' and don't bother us any more.

Seriously consider saying sorry at the right time and the right place. It creates a happier shopper ultimately and we all want lots of those.