Nothing dramatic. No big argument. No storming out.
Just a small slip.
One of those moments that could easily have turned into something bigger, if we’d let it.
A message was missed. A plan was misunderstood.
A small thing that created a small sting (in my butt).
I felt a flicker of “really? Surely you knew how important that was for me to know David!?”
You know the type of domestic I’m talking about.
Then the next part mattered – I mean, it really mattered.
It was how the issue (or ‘domestic’ in this case) was repaired.
David did something that I wish more businesses did.
He owned it quickly. No defensiveness. No excuses.
No “Well you said…” comeback.
He simply said, “You’re right. I missed that. I’m sorry.”
Then he added the most important piece – a question:
“What do you need from me now?”
That line is pure gold when you’re dealing with an issue that YOU’VE created (unintentionally of course).
Because it shifts the focus from blame to resolution.
It stops the spiral. It creates collaboration.
Many customer complaints aren’t about the original issue.
They’re about the repair – or the LACK of repair.
Customers can forgive a mistake. They can forgive a delay. They can forgive a system glitch.
They struggle to forgive defensiveness. They struggle to forgive being blamed.
They struggle to forgive being made to work for an apology.
So my FIT tip for this week is this…
Use the 3-part repair framework:
1. Acknowledge. 2. Own. 3. Offset.
e.g. “I appreciate this has been frustrating for you” (Acknowledge)
“…and you’re right – this shouldn’t have happened and the system has failed us both” (Own)
“….so here’s what I’m going to do now to get the issue resolved.…” (Offset)
Notice what’s not in the comeback.
There’s no “if you feel…”. No “however….”. No “at least…” or “that’s our policy I’m afraid”.
Those phrases simply fuel the fire. They make customers feel dismissed.
The 3-part repair is water. It cools things down. It dampens the fire.
To be clear, ‘offset’ doesn’t always mean compensation.
Sometimes it’s speed. Sometimes it’s a call-back when promised. Sometimes it’s a clear update. Sometimes it’s simply staying with the customer until they feel safe again.
The key is action. Customers want to feel progress.
They want to feel your intention. They want to feel that you are taking responsibility.
So this week, listen for any defensiveness. In yourself. In your team. In your culture.
Where do your people explain before they acknowledge?
Where do they justify before they own?
Where do they hide behind policy?
Pick one situation.
Practise the 3-part repair framework – out loud, so it feels natural.
Because the best apology is not a grovelling one. It’s an effective one.
It restores trust. It restores calm. It restores the relationship.
And THAT’S what customers remember.
Have a brilliant week – take care and keep FIT
Best regs,
Marie
