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Jeff Toister

Customer Service Tip of the Week: Say thank you, not sorry

Published 4 months ago • 1 min read

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Hi Reader,

It's a busy day and your next customer has been waiting for awhile.
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What should you say to acknowledge the delay?

  • "I'm sorry for the wait."
  • "Thank you for waiting."
  • Nothing.

The best choice might surprise you.

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Thank customers after minor service failures

Small issues, such as a delay, can damage a customer’s self-esteem.

They make people feel disrespected or less valued. The key to service recovery in these situations is to restore a customer’s self-esteem and make them feel better again.

"I'm sorry" can be effective, but thanking the customer can work even better!

Here are some examples:

  • Restaurant: "Thank you for your patience while we prepare your table."
  • Retail: "Thank you for waiting while I helped that customer."
  • Coffee shop: "Thank you for letting me know we're out of creamer."

I often use this technique when Customer Service Tip of the Week subscribers point out a typo or another small error in these weekly newsletters.

"Thanks for spotting that typo," I'll write. "I appreciate you letting me know about it so I can fix it!"

There is one caveat.
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Saying "thank you" only works well for minor service failures. Big issues still deserve an apology.
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​Bonus Info: LinkedIn Learning subscribers can get more tips for apologizing effectively.

New guide: Train faster with 5-5-5

Can you spare 15 minutes per week to give your team customer service training? The 5-5-5 approach makes it possible.

Have a great week!
Jeff
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Jeff Toister
The Service Culture Guide
619-955-7946
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Jeff Toister

The Service Culture Guide

I help leaders build customer-focused teams. Get weekly customer service tips to sharpen your skills or share with your team.

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