“I’m Sorry”

I just overheard a conversation at a Starbucks. A customer asked the barista to confirm the drink that was just made; it didn’t taste right. The barista confirmed exactly how she had made the drink, and it was just as the customer had ordered it. The customer commented that for some reason it wasn’t to his liking and the barista replied, “I’m sorry about that. And I’ll have another one right out to you.”

Of course, there is a policy discussion in here somewhere. At Starbucks if you don’t like your drink for any reason they will re-make it for you.

But the real story is the “I’m sorry”, even though the barista had done nothing wrong. What she knew was that the customer was not pleased, and for that she was sorry.

“I’m sorry” goes such a long way in calming the rattled nerves of our homebuying customers. And sometimes all it takes is a swallowing of the pride long enough to say those two simple words.

And if you disagree with my position, I’m sorry!