Is it so hard to apologize?

[PotterWatch]

I don't think that I am that old and things have changed that much since I was working in customer service (credit union teller and loan/membership officer). If a mistake was made and brought to my attention by a member, I apologized for it. It doesn't matter if I had been the one to make the mistake, I was a representative for the company, therefore it was part of my job to take responsibility for the wrong that had been done.

My husband went and picked up dinner for us tonight. When he got home and we were unpacking everything to serve it up, he realized that part of the dinner had been forgotten. I got in the car and drove back to get it knowing that my dinner would be cold when I got home. I got to the restaurant, waited in line patiently, and when I got to the front, I explained what happened making sure to say that we had gotten the food all the way home before realizing the mistake. The cashier said "Oh, I'll get that for you". She was very prompt in getting it, and certainly polite. When she handed me the bag she said "Here". That's it. No apology. No acknowledgment of the fact that I had had to drive all the way back from my house and let my dinner get cold in order to rectify their mistake. I totally understand that mistakes happen and the mistake itself really doesn't make me that upset. What does make me upset is the lack of apology. All I really want in a situation like that is for them to acknowledge the mistake and the inconvenience it caused me.

Do you expect an apology in a situation like that?

If you work in a customer service position, do you apologize for mistakes of that nature?

 

[debilorrah]

I aologize for policy that is not liking to the customer!!!! I apologize if my answer is not what they want to hear. I apologize for making mistakes, too! Saying I'm sorry can certainly soften the response coming back at ya!!!

 

[shortcake1806]

She should have appologized. Even if it wasn't her fault there's a little thing called empathy. Seems alot of people are lacking that these days. As long as it's not their fault they could care less.

 

[jvls1942]

now, now, you will feel a lot better after you have something to eat..

 

[PotterWatch]

Quote:
Not too much better... it was stone cold.

 

[me&thegals]

I agree with you completely! I'm trying to teach my kids how a sincere apology almost creates magic it is so powerful. I just heard in a book I'm listening to that one hospital was able to decimate its liability insurance by teaching its doctors how to sincerely apologize for medical mistakes. Turns out WAY fewer people sued. Imagine that.

 

[Mahonri]

Maybe the person running the store inherited it from the previous manager... he'll probably want four years running it before he'll allow any blame to come his way.... shoot, sometimes a new and unexperienced manager will go out and apologize for things he shouldn't even be apologizing for...

 

[klf73]

I blame the fact that society does not take responsibility anymore..... It's never anyones fault

I agree, whether it was her mistake or not she should have apologized for your inconvenience...
most stores that tout customer service now don't fulfill that anymore either, I went to Home Depot during my last pregnancy and I need something cut. I asked for help and the guy gestured to the next aisle and said there is a saw over there for you to do that

Now I was huge and had 2 little ones in tow. I just stared at him with that *you got to be joking* look and he asked me to wait a minute and he'll do it for me(he got the hint).
I find very few managers impress me these days......
I never thought I was THAT old, but I am starting to feel it....

 

[hatchcrazzzy]

i dont ever complain about my food and if they forget it they will replace it but i dont ask they mess with your food when you complain never complain about your food and dont exspeack them to say they are sorry

 

[crtrlovr]

Quote:
You should have asked to speak to the manager. After explaining the restaurant's mistake and your need to drive back to retrieve the parts of your dinner they omitted from your order (if it was very far at ALL, making sure to point that out), the manager should have offered you NOT ONLY a profuse apology, but should have either given you a refund for your own meal, or coupons for a next meal, or SOMETHING. At the VERY least, you should have gotten an apology from BOTH the cashier and the manager.