Although I had not been a huge fan of the chain before, I was more than a little impressed with how they handled things. It may take awhile before their food sounds good to me again, but I definitely gained a new respect for their organization.
While hopefully your business isn’t making people sick, you have probably made your own share of mistakes. When you do mess up, it is good to remember that a heartfelt apology can do a lot to save a business relationship.
A study by Professor Roy Lewicki from Ohio State University found that people who were wronged in a business transaction were more likely to reconcile with the business if they received a sincere apology that accepted blame for the mistake.
The key is to not make excuses and to take ownership for the problem. If possible, explain any changes you have made to make sure it doesn’t happen again. If appropriate, using a little bit of humor can help.
But the icing on the cake is a follow-up gift. Gifts can do wonders at saving a business relationship because they show that you really are interested in making things right. In fact, I know of companies that keep a few apology gifts in stock so that they are ready for when they need them.
Need some good ideas for your next apology?
Send somebody a “heartfelt” apology with this heart-shaped key ring (from $1.01).
Feel like using a little humor? Let your client know that you hope your relationship isn’t “toast” with this cute little timer (from $2.27)
Or use this meat thermometer (from $6.26) to say you are sorry that your last job wasn’t “well done” and that you promise that mistakes like this will be “rare” in the future.
But sometimes big mistakes with big clients take big apologies. If the client is important, don’t be afraid to pull out all the stops. Items like mp3 players and digital photo frames are a great way to show clients how important they are to you.
Have something unique in mind? 365 Promos also offers custom promotional product development. Just contact us by phone or email, and we will make your creative vision a reality.
