“I am sorry” is compensation enough

Three simple words that change everything

I am sorry – three very powerful words. Why is it so hard for some organisations to say sorry?

These three words can restore balance and good will.

When said with humility, empathy and genuine intent to “right a wrong” they are incredibly powerful. It is as if the past is put into a healthy place and does not linger to haunt us any more.

I was recently in a disagreement with a very well known telecommunications company about their terrible customer service.  They referred me to a contract.

• I asked them to apologise. They offered me compensation.
• I asked them to apologise. They offered me compensation and referred me to a contract.

What I wanted more than anything was for them to accept their part in what had been a terrible expereince.  I was not interested in the compensation. I wanted to feel heard and seen.

In the end this telecommunications company invited me to go to arbitration.

• I asked them to apologise. They offered me compensation.

The arbitor has required them to formally apologise and offered compensation.

All I wanted was the apology.

“I am sorry” – three powerful words that can change everything