Companies That Don't Say "Sorry" to Their Customers

[MinnieMe87]

That seems odd, because I do customer service, and I was always taught that I should apologize, and not blame others, regardless of what it is.

When I worked Customer Service, we were told not to apologize as it could become a liability case. We were also told if someone was injured or fell, or anything like that we were not to apologize for it because the customer could come back and use that against the company in a lawsuit.

 

[agnes!]

It isn't JUST companies -- it's SOCIETY. People don't say "sorry" any more because the vast majority of the time THEY AREN'T REGRETFUL for anything. Being sorry implies that you've done something wrong -- even something slight. It's all tied into looking for someone else to blame.

It's funny, I'm always apologizing. I do regret it when I've hurt someone's feelings, I do regret it if my efforts haven't measured up.

agnes!

 

[Rellagirl]

It's drilled into us at work to apologize for everything, even if it's not our fault, as an apology is not an admission of guilt or so were told. However, it is often our fault, so I try to be sinicere. It's to the point that when I answer the phone, I want to automatically apologize for the one ring that it took me to answer their call or for the fact they are calling us at all!

When we were at WDW in November, I was impressed that the teenagers we were with all apologized when necessary - without any prompting from the adults, whether they bumped into someone, etc. and actually looked over at the person when they said it. This was done to total strangers and not just to us. So I told their mom.

Over the summer, I was walking with my friend. She tripped over a crack in the sidewalk and lost her balance... and I apologized! She caught her balance in time and managed to not do a faceplant. When she righted herself, she was laughing so hard, partially because she was embarrassed as we were right by an outdoor cafe but she was also laughing at me and wanted to know why the heck I apologized!

 

[bicker]

I think it's rude for a company, doing business with the public, to not say "sorry" when they should.

Blame us, their consumers, and society-in-general. Too many consumers have been excessively exploitative at any sign of equivocation provided by their suppliers, and excessively litigious when the opening provides even the most remote indications in that direction, that it is now utterly irresponsible to provide such openings outside of structure (i.e., the courts) where fairness is imposed by an outside force. Beyond that, the media is on a never-ending mission to capitalize on every opportunity to sensationalize every perceived inadequacy, seemingly regardless of merit and significance, and aren't above fabricating what is only weakly-supportable foundation for speculation, because they know that a good portion of their audience loves to consume content that disparages or condemns businesses.

We, the members of this society, have collectively "made our bed" and now we have to lay in it.

 

[wdwfan16]

Actually I don't see a need for an apology in either situation.

#1 - no bill, bill was sent
#2 - no confirmation, confirmation was sent

I tend to agree with you but in the case of #2 I could see getting an I'm sorry with the confirmation. I would not have cared if neither gave me an "I'm Sorry".

 

[happygirl]

I tend to agree with you but in the case of #2 I could see getting an I'm sorry with the confirmation. I would not have cared if neither gave me an "I'm Sorry".

LOL At your signature DO you have a waiting list?? LOL

 

[wdwfan16]

LOL At your signature DO you have a waiting list?? LOL

Yes I do. I just added you to it.

 

[DizBelle]

Not sure what "story" you are looking for.....

But if you asking did I sue-no. The only thing I "wanted" was an apology to my child and maybe some ice to limit the swelling. They failed on both counts.

If they were concerned about liability, the manager that showed up should not have started yelling at the worker for causing the injury by his "carelessness".

No - I was just wondering how your child was injured and how it was someone else's fault.