According to a 2016 Association of Psychological Science article, when customers are wronged, there are three critical elements in an apology. The first element in our series is acknowledging personal responsibility.
Years ago, I filled my car at a gas station. One block later my car sputtered and died!
When I realized I had been sold bad gasoline, I was ready for a battle. The manager, however, defused my anger when he calmly said, “I am so sorry! We discovered water in the tank and we will pay for you to have your engine replaced.”
Proverbs 28:13 teaches, “He who conceals his transgressions will not prosper, but he who confesses and forsakes them will find compassion.”
If you’ve made a mistake, take responsibility. It may salvage a customer relationship.