Daryl's Blog

Staff at an M & S store in London refused to help a lady suffering from cancer push her trolley across the road. The woman complained.  HO admitted the store got it wrong, but they then offer the standard weasel words of the grudging apology: 'we are sorry if she felt let down'. Bad: if you hurt someone say sorry for what you did properly and magnanimously. The advice I was taught back in nursery 60 years ago still holds good:

Hold hands when you cross the road. Tidy up after yourself. If you hurt someone say sorry (properly).

Let me boast: A couple of years ago, one of my fellow directors was involved in an error that cost us a couple of thousand to put right. It wasn't her mistake but it was on her watch and she thought she should have picked it up. So she promptly handed in her resignation. I am so proud to have people of that calibre and integrity in my team.

I called someone up this week who had just taken on a new job as a volunteer in a local charity; a high pressure job that puts him right in the spotlight. He was a bit anxious about getting something wrong. He mustn't be. Very likely he will make mistakes. When he does, be clear, don't hide it, say sorry, put it right and move on. (it's all right, he's not a pilot or a brain surgeon, no one's life is at stake!)

All this seems very self evident, but why do we so often make such a meal out of saying sorry?