As human beings we can make mistakes. Your business as an open system contains humans that doing a different everyday job can make mistakes.
Sometimes, mistakes can be because of external factors as our suppliers, partners and even customers. But, sometimes it is only customer’s perception about what you need to do.
For example, you can find yourself in a position where your customers think that you must apologize for something, and you think you mustn’t. That can be big collision between you and some of your customers.
Here, I want to show 10 different situation when you need to apologize, regardless who is right and who is wrong. Sometimes, apologies can be turned in worth driving force for your business, because people know how much hard is to make such a step. Let’s go on.
#1 When you are making a mistake.
I don’t think that we can find a person that can’t make a mistake. As human beings we made different mistakes every day. For some of them, we are aware, but for some we are not. However, they are here.
Every time when you or your business make a mistake, you will need to apologize.
#2 When you are not delivering on a promise.
Your business is built on the promise that your core value and offer give to your customers. When you can’t deliver on that promise, regardless the reasons about that, you will need to apologize.
For example, if you promise delivery in 24 hours, and because of some reasons, some of your deliverables can’t be delivered in that time frame, you will need to apologize and explain to your customers why that’s happened.
#3 When you don’t have what your customers want.
You can’t have everything for everyone. That means you can’t satisfy everyone. But, you will have potential customers who will want something more that is not a part of your current offer.
On the other side, that’s very useful information about your business future, because you can use that informations to rebuild or improve your current offers and your business overall.
But, the fact is that you can’t deliver that currently. In such a situation, it is best to apologize and tell that you will include that requests into consideration about future offers.
#4 When you are criticized.
As an entrepreneur you’re not safe from criticism. You can be criticized from your employees, your customers, your partners, your suppliers…
Because of that, you will need to manage critics who come to you and your business as a whole. It is not the best solution to act nervously on the critics. Some critics will be fair critics you will need to take into considerations to improve your business. But, also there will be critics without any right reasons.
On each critic, you need to answer with apologize and tell the criticizer that you will take them into considerations to improve your business.
#5 When you’re late on delivery.
Sometimes you can’t deliver your products and services on time. There can be different reasons about that.
In such a case, you will need to apologize and explain why that’s happened.
#6 When something went wrong.
Many times something will go wrong, differently than you have planned. When we make our plans, we try to make assumptions about that future. But, many times that assumption will not be in alignment with our reality.
You need to apologize when something went wrong.
#7 When your employees screw up something.
It doesn’t matter who screw up something in your business. You as an entrepreneur is the only representative person in your business, responsible for each decisions and action steps that will be implemented from your business, that means and your employees.
If the employees screw up something, you are the person that will need to apologize about that.
#8 When your suppliers make a mistake.
Sometimes some of the mistakes will be based on mistakes of your suppliers. But, the fact is that your customers didn’t care about your relations with your suppliers. You are responsible everything to be as need to be.
Because of that, you will need to apologize to your customers, not your suppliers. They are not having the relationship with your customers.
#9 When you think that you need to apologize.
Sometimes you can feel that you simply need to apologize for something. When you are in such a position, it is better to take that step, and explain what you think and what you will make about that.
#10 When you are thinking that you don’t need, but your customers expect from you to apologize.
Also, you can find yourself in a position when you think that even the expectations of your customers, you don’t need to apologize. Your customer is always right, even if he is not they. It is better to take that step and talk with them more openly about each of the possible problems.