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  • Business, Retail and Customer Service Experience expert Doug Fleener is president and managing partner of Sixth Star Consulting, a consulting firm in Lexington, MA.

    As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes.


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December 22, 2016


Fantastic article, Doug! I have it bookmarked for future reference!

Regarding point #3,an additional method would be to apologize for the incident itself. I've learned from past relationships that "sorry you feel that way" may not be received as an authentic apology.

Examples include "Sorry that the item broke/didn't perform to your expectations...", "Sorry that the shipment arrived late... " and "Sorry that the pricing changed so soon after you purchased" (point #2).

That puts the focus on something which you can control - the incident and your response - rather than on either party.

Thanks again, and keep up the great writing!

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