Ground Rules for Saying Sorry

• Be clear you welcome client feedback good and bad
• Make complaining easy
• Expect all staff to realise the importance of saying sorry and be aware of client or customer dissatisfaction
• Demonstrate you mean it and are not just going through the motions
• Ensure proper reporting on complaints, the rate they are dealt with and the action taken
• Monitor extent of customer satisfaction with resolution
• Learn from mistakes, review trends and pinpoint areas needing further investigation
• Get involved at the top of the organisation.
• Be creative about resolving client/customer dissatisfaction, it’s an opportunity to build a reputation for outstanding service
• Publicise corrective action taken and share success stories