Another gem from Seth Godin which I just had to share…
“The disappointing thing is that most people and organizations that take the time to apologize intentionally express neither compassion nor contrition.
If you can’t do this, hardly worth bothering.
But it is worth bothering, because you’re a human. And because customers who feel listened to help you improve (and come back to give you another chance.)”
Read the whole post on Seth’s Blog.