However, here’s the key to applying it wisely:
Use this apology when the OTHER party believes it’s true, NOT just when you believe it’s true. We have an amazing way of justifying our actions such that we believe “it” was someone else’s fault. But, that doesn’t help much – even if we’re right - does it?
When leading my tribe of customers, I’ve found that using that one statement not only smoothes over a difficult situation, but usually results in a great relationship with the customer. What more could I ask for?
I’m not suggesting you be fake and use it as a manipulative tool; however, I am suggesting that you use it even if you don’t believe you were in the wrong. Why? Because leaders do what’s necessary to lead and maybe you really are wrong.
By saying you’re sorry, people actually believe you care about them – and the connections resulting from your caring are critical to building (strengthening) relationships necessary for your success – a basic tribe building necessity.
Try it, you might be surprised by the response.