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[quote=Anonymous][quote=Anonymous]As my kids learned in Daniel Tiger, the best is to say "I'm sorry, how can I help?" Or in grown up work terms "I'm sorry, here is my plan for fixing the situation."[/quote] I used to say sorry to clients when we screwed up (along the lines you outline...sorry we didn't bring you what you expected, here's how I would like to straighten it out." This is kind of discouraged, because often clients were pissed about things that weren't our fault (or were because they misread the contract), and we didn't want to admit liability in a way that could come back to bite us. But I found that if I started with "I'm sorry" that would actually defuse things--they wouldn't assume I was trying to minimize/deny a problem, and they would be willing to work with me to get it fixed. It was hard to swallow my pride and apologize when a client was complaining about something that really wasn't my (or my team's fault), but it was an effective way to build trust. [/quote]
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