I’m Sorry.

Posted by Jeremy Floyd in Business, Family on 06 7th, 2010 | 11 comments
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Wow. I said it, I’m sorry.

Despite a little hit to my ego and the fraction of a second it takes to type or utter these two words, it doesn’t really cost anything to say, “I’m sorry.” Not saying them, however, can cost thousands even millions of dollars, split up marriages, drive wedges in families, and result in years of litigation.

It seems to me that as a culture we’ve adopted a hard stance against the two words, and when someone humbly utters them it’s newsworthy. Last week Jim Joyce made headlines when he apologized to Armando Galarraga for blowing a call, which instantly destroyed Galarraga’s perfect game. He said the magic words, I’m sorry-I screwed up.

Jim Joyce and Armando Galarraga making up

Somewhere between little league and the big league we get out of practice of apology. We build better justifications, bigger blame, and less frequently simply say sorry.

  • http://dougfloyd.wordpress.com Doug Floyd

    I’ve been typing all morning and my hands are sore-y.

  • http://www.imsofunny.blogspot.com Alice Gold

    Like the new blog better. Looking forward to more posts that I am interested in. Not that business wasn’t so exciting, but, I am just a mom you know.

  • http://www.imsofunny.blogspot.com Alice Gold

    And I am really good at saying I am sorry. Just ask LeGrand. You get really good at it when you tend to stick your foot in your mouth on a daily basis.

  • http://www.anocial.com Brian Ellis

    It is amazing how far a little honesty can take your business. We are in a day of accountability. Many out there are quick to make someone else accountable for things but when that one person stands up and takes ownership of any screw up, says “I’m sorry”, then people take notice. Those simple words will do wonders for instilling trust in your brand.

  • http://jesseolive.com Jesse Olive

    Nice article and good points. I will add, there are also who use the word as a means of temporary settlement. Only to repeatedly make the same violation repeatedly. It is then, where I personally would rather just not hear those two words, but notice a change.

  • http://jesseolive.com Jesse Olive

    PS, Like the new blog Jeremy and to be reading such engaging material.

  • http://jeremyfloyd.com Jeremy Floyd

    @Alice – I think that is part of marriage… a practice in apology.

    @Brian – Yes, I have immense respect for Motrin, Comcast, Southwest for their ability to apologize.

    @Jesse – To Brian’s point, I think we are seeing a “mitigated” corporate apology right now. BP has said the words, but the people of the US don’t think they’re doing enough.

    On a personal level, I always think of “repentance” with a similar meaning as an apology. Repentance means turning away; if we apologize and “turn” from the behavior that initiated the action we are genuine. If not, it’s just lip service.

  • http://www.birddogonpoint.wordpress.com David Moore

    In agreement with Alice, I’m not to keen on business acumen.

    “I’m Sorry” is making oneself vulnerable, I think. The Marlboro man existence, I don’t need nobody and screw you if you don’t like me and what I stand for, puts a person in a hard shell.

    If we self-protect, then we cannot give ourselves to others. Being apologetic is an entrance into humility.

  • http://www.jesseolive.com Jesse Olive

    Jeremy,

    You are dead on. But our government and companies are made up of and run by people. So, typically, the personal level of morals of the powers that be will reflect in the corporate and governmental environments. Funny, I said repeatedly twice in the same sentence. I would like to say I was being clever, but I wasn’t.

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  • http://www.jeremyfloyd.com/2011/were-all-in-the-customer-service-business/ We’re All In the (Customer) Service Business | Jeremy Floyd – Between You and Me

    [...] Your Faults – Finally, two of the most important and often neglected words are “I’m Sorry.” You can’t please everyone, but you can tear down the impenetrable wall of defiance by [...]

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