March 18, 2012 By: nirmal
I'm Sorry! These words are extremely powerful. As I get older I understand the value of that phrase even more and realize how important it is in everyday life. The phrase holds just as much weight in business relationships as it does in personal relationships.
People make mistakes. We all know that no one person is perfect. We could go on and talk about what "perfect" really means but lets focus today on the above phrase. Mistakes happen and owning up to it builds credibility and trust. When you make a mistake and own up to it, it also makes the other party become less defensive.
Now let's put the phrase into context!
I recently went to a restaurant in Koteswore. I ordered momos and a mineral water. The food came on time and the momos were good. However, there was a string of hair on one of the pieces of momo. I let the server know about the issue and he was puzzled on what to do or say. I was unsatisfied with the way it was handled because he did not say anything and just stood there. I diffused the situation and just told him that it's okay. Then as I was finishing the rest of the momos (other than the concerned one), the server came and told me that the string of hair was actually something from the momo wrap and not real hair. I was amazed.
I will not recommend this restaurant to my friends because of one simple reason. The server did not acknowledge the mistake. If he had simply said, I am sorry that something was on the momo. How can we help make your experience better?, I would have understood that it was just human error and nothing intentional. I would have been more likely to revisit the restaurant or tell my friends about it because the momos were actually good. But the fact that the server did not own up to the shortcoming, I was compelled to write something about it.
In a time when restaurant sales have taken a hit because of new drinking and driving regulations in Kathmandu, any restaurant that is getting customers should be providing extra customer service to anyone who walks through their doors. When the food takes longer than usual or something ends up on the momo or any food plate that should not be there or if something unpleasant happens to ruin the customer experience, just own up to it and say I am sorry. It's good business.