Sorry seems to be the hardest word

21 May 2007

Following on from Friday's blog on supplier excuses, how many suppliers have actually taken the time to apologise for their shortcomings?

And how many buyers apologise when a deal they have arranged goes pear shaped?

It may be more beneficial than you think. According to the British Standards Institute, more than a third of customers would stay loyal to a company if it apologised after poor customer service.

But can this work the same way in the business arena? Would buyers be willing to work with suppliers again who come clean, admit their mistakes, and say sorry for their poor performance? Or do most buyers work with a "one strike and you're out" mentality?

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