A good retail one: don’t say “sorry for your wait.” Say “thank you for waiting” or “thank you for being so patient”.
Something to do with… it makes people feel good about themselves if they think they’ve done something for you, which in turn makes them more likely to keep being patient.
I might be in the minority, but it is painfully obvious and pisses me off when companies do this. I’d much rather get an apology than a comment on my own emotional regulation while taking zero accountability. They’re basically saying it’s my fault for being annoyed.
I don’t think a retail manager would appreciate, “Thank you for remaining calm as your car took unexpected damage” over “I’m sorry I hit your car,” so why do they think I’d prefer the former for them making me wait?
I often don’t like it when customer service people say this to me if I have been waiting to resolve an issue that is the company’s fault, because my waiting is barely a choice; the company screwed up and now I am ‘forced’ to spend time getting it resolved.
Only apologize or thank me when it’s personal and sincere. (The size of the business matters a lot in if the apologies or thanks feel genuine.)
A good retail one: don’t say “sorry for your wait.” Say “thank you for waiting” or “thank you for being so patient”.
Something to do with… it makes people feel good about themselves if they think they’ve done something for you, which in turn makes them more likely to keep being patient.
I might be in the minority, but it is painfully obvious and pisses me off when companies do this. I’d much rather get an apology than a comment on my own emotional regulation while taking zero accountability. They’re basically saying it’s my fault for being annoyed.
I don’t think a retail manager would appreciate, “Thank you for remaining calm as your car took unexpected damage” over “I’m sorry I hit your car,” so why do they think I’d prefer the former for them making me wait?
I often don’t like it when customer service people say this to me if I have been waiting to resolve an issue that is the company’s fault, because my waiting is barely a choice; the company screwed up and now I am ‘forced’ to spend time getting it resolved.
Only apologize or thank me when it’s personal and sincere. (The size of the business matters a lot in if the apologies or thanks feel genuine.)