Sorry is the hardest word in this business, but the best word to calm tensions.

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I referred work to an accountant I knew for a retirement plan audit. He did a terrible job and there are issues regarding his registration to do the work. Making a lousy referral is even worse than doing poor work of your own because at least you had control over your own work.

Of course, I’m embarrassed and the accountant is just coming up with so many embarrassing excuses and I look like a moron in front of this plan sponsor. Yet, despite everything, all I wanted was an apology from the accountant.

Sometimes all you have to do is to say sorry if you mess up or if the client is disappointed in anyway even if it was something out of your control.  Saying sorry and not making any excuses is a good way for your clients to release tension because unhappy clients leave and just fighting over something just because you won’t simply say sorry is silly. Saying you are sorry isn’t the same as admitting guilt and sometimes, it’s better to give in even though apologizing is not giving in.

Clients needs to know you care and just being indignant in refusing to apologize for anything can go a long way in causing grief for your business that you do not need.

 

 

Topics:  Client Referrals, Client Services

Published In: Professional Practice Updates

DISCLAIMER: Because of the generality of this update, the information provided herein may not be applicable in all situations and should not be acted upon without specific legal advice based on particular situations.

© Ary Rosenbaum, The Rosenbaum Law Firm P.C. | Attorney Advertising

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