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How to
...
apologize
Your business depends on relationships, and you probably maintain connections with many customers, clients, and colleagues. You may also cultivate bonds with the local dry cleaner and other members of your community–after all, you never know where your next lead or referral might come from.
But what happens when one of your relationships hits a bump in the road? Maybe you speak harshly to a fellow agent at the closing table, inadvertently offend a client, or complain that there’s too much starch in your shirts.
Everyone has bad days and regrettable moments. Whatever you said, did, or didn’t do, the key is to salvage the relationship as quickly and painlessly as possible. And the easiest way to do that is to apologize.
Take responsibility
Admit to the other person that you made a mistake and explain that you meant no harm. Pride often prevents people from expressing regret–especially in a professional setting–but you don’t need to beg on your knees for forgiveness. Simply acknowledge that your actions were wrong or inappropriate and move on.
Fix the problem
Ask what you can do to make it up to the person. If your behavior caused measurable damage, try to right the wrong.
If the damage was less concrete–an insult or unintentional slight–send a handwritten note of apology. Either way, make a sincere offer to fix the problem.
Timing is everything
Don’t compound your offense by making a quick apology when a more thoughtful response is necessary. A hurried "sorry about that" may work fine when bumping into someone; however, wait for a private moment before making amends for losing your temper with a colleague or unintentionally insulting a client.
While concepts of winning and losing may drive a successful business, they have no place in an apology. Apologize if you need to and keep your relationships strong.
Photo © Stockbyte.
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