We are a big supporter of apologising to a customer after a service failure regardless of who is at fault.

Studies show that an apology can successfully prevent the loss of a customer, and even more serious, a lawsuit!

A sincere apology after a service failure, is not only financially sound, but it will restore trust, regain goodwill and tell the customer you are going to fix it!


Keep these tips in mind when apologising:


  • Stick to the facts
  • Be genuinely interested in solving the issue
  • Don’t blame others
  • Apologise for impact the situation has had on the customer
  • Fix the issue speedily and always keep the customer in the loop