What’s the one thing all consumers hate? Excuses. Consumers have zero tolerance for excuses. They know that whenever a company starts making excuses, they’re going to be subjected to a line of BS and no accountability. For once, it’d be nice to see a company admit their mistakes and offer solutions and promises for not making them again.
Look, everyone knows accidents happen. Things don’t always go as planned. It sucks when things go bad, and there are numerous possible reasons why companies make mistakes. The problem is the consumer doesn’t care why something happens. They don’t want to hear it. They don’t want to hear you passing the blame off on someone else. They don’t want to hear that the employee who screwed up their order is new. They don’t want to hear about problems with the delivery coming in late. They don’t want to hear that somebody was out sick.
All they want is for you to fix the problem as quickly as possible. They want you to care. They want you to be truly sorry for your mistakes, and they want to get the service or experience they expected from the beginning. Nothing more. Nothing less. They want you to stop spewing the same corporate BS every company delivers when things go wrong.
Don’t believe me? Just take a look at BP. Since the beginning, they’ve been playing the blame game, trying to say it was the drilling contractors who were responsible for the explosion that killed 11 workers. The public didn’t want to hear it, and thanks to their constant, BP just might be the most hated company in the world right now.
The point? When your company messes up, don’t make excuses. Instead, do everything you can to rectify the situation. Your customers will end up much happier.