Quotable
Two elements of an apology
Compassion and Contrition
"We're sorry that your flight was cancelled. This must have truly messed up your day, sir."
That's a statement of compassion.
"Cancelling a flight that a valued customer trusted us to fly is not the way we like to do business. We messed up, it was an error in judgment for us to underinvest in pilot allocation. Even worse, we didn't do everything we could to get you on a flight that would have helped your schedule. We'll do better next time."
That's what contrition sounds like. We were wrong and we learned from it.
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.)
"We're sorry that your flight was cancelled. This must have truly messed up your day, sir."
That's a statement of compassion.
"Cancelling a flight that a valued customer trusted us to fly is not the way we like to do business. We messed up, it was an error in judgment for us to underinvest in pilot allocation. Even worse, we didn't do everything we could to get you on a flight that would have helped your schedule. We'll do better next time."
That's what contrition sounds like. We were wrong and we learned from it.
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.)
SEMII
Finished out 1.04....make sure you have the guided noted from 1.04...completed
Take 2 minutes and look through 1.04 material and see if you have questions (Reflection)
look through the other files...the ones we may have not opened....do we need them?
onward to 1.05
3 minutes to peruse through 1.05 and get a mental outline of what is to come.
***Powerschool - will go down as a zero until you have shown me.
NFL is doing what? Knee jerk reaction to fix a long standing PR problem now takes hold.
CBA - Presentation on Friday
HSM
Next Tuesday's Homework......Speaking about brand....What 10 songs would be on Cowboy's playlist?
An email
Subject Line - YOUR NAME - Cowboy's Playlist
Song with a youtube hyperlink
Be thoughtful concerning this assignment.
Don't worry about a consensus amongst your classmates...I want to know what your think!
Marketing
1.04 anyone?
Preread for the first 5 minutes, mental outlines would be good.
Also, basic outlines for 1.01, 1.02 and 1.03
Galaxy Tab s
No comments:
Post a Comment