Every “explanation” we offer for why the thing that was
supposed to happen didn’t happen is an excuse.
They’re not all bad. Sometimes they offer insights that benefit
the recipient.
Mostly, though, they don’t.
This occurred to me as I wrote my first post after
10 days of silence. It was the longest I
had ever gone without writing.
Did you need to hear that I was busy or traveling
or sick or uninspired or just plain lazy?
No, you didn’t.
If I had written an explanation, it would have
been because I needed to justify my absence. It would have been all about me.
So let’s make a commitment to each other.
The next time we miss a date, annoy a customer,
say the wrong thing, or do anything else that we feel needs justification, let’s
not.
Let’s just fix the problem, in the eyes of those
impacted, and move on.
Ann,
Thanks for the email.
I can relate. My baby never weighed more than 10 pounds but she was such a huge part of my life. I think you’ll understand what I mean when I say the deafening silence will get better with time.
Regards,
Michele
Michele-
What an amazing customer service experience – good for them (and you)!
That was the perfect situation where a short explanation followed by an immediate remedy was the perfect answer.
Ann
PS – Thanks for your condolences. I miss my dog! He was a big boy (37″ at the shoulder and almost 200 pounds) with a great disposition and he left a big hole in the family.
One of the most positive customer service experiences I had was with NEC. My relatively new laptop case cracked at the hinges. I had not traveled with it, dropped it, or been otherwise mean to it. I called tech support expecting to be given a ration of noise and blamed for not taking care of my equipment.
I was shocked when the tech told me that they had received a batch of “bad plastic” and started giving me the details on how to send my laptop in to be repaired. Not only did I get a new case, they also upgraded the bios and a few other things.
Knowing that there was a defect in manufacturing reassured me that I had not broken my own machine. Giving me a reason and a solution kept me a happy customer.
I think the key when dealing with customers is knowing when they want a reason for a delay and when an honest apology is a better option. I also believe there are reasons and then there are excuses. If my power’s out for 5 days, that’s a reason. If I’m busy, that’s usually an excuse.
p.s. Since no one else’s mentioned it, my condolences about your dog’s passing.
Thanks Craig – I appreciate it!
Ann:
I haven’t had a chance to visit and catch up on your blog in a while because . . . well never mind. Actually your take on excuses and your advice on translating that into creating positive business experiences for one’s customers is exactly the sort of pithy, right on target comment that makes your blog so indispensible. When you next get an opportunity to put up a new post, we won’t look for an explanation — the post itself will be sufficient blessing.
Craig
Hi Robyn!
I just read your post about sleep and boy can I relate!
Thanks for the comment. What I find interesting is that there really isn’t any right or wrong absolute. Sometimes explanations are warranted – sometimes they aren’t. About the only thing that’s always out is whining!!!
Have a great day!
Ann
Hello Ann, I find I have spaces when I just can’t blog… Like you, I don’t bring readers into that. Never considered how that might translate into what we do at work. Thanks for a really fresh idea!
Hi Steve!
Yes, you are right – extended absences do need some explanation. Ironically, coming up with the explanation has, in my case, extended the absence!
In short, real busy, house painted, dog died, and generally uninspired!
I plan to be back soon, though. Hopefully by Monday!!!
Thanks for asking (and thanks to those of you that emailed or called too!).
Ann
HI, Ann,
The “acknowledge” part is right on the money. I think it’s tough to disappear and reappear without acknowledging the phenomenon. Especially for someone like you who is a regular contributor.
There are also people (like me) who wonder if you are OK, given the extended absence. So there’s a genuine relationship part to the whole thing as well.
Ann – You are probably right. I would say most of my “explanations” are right along the lines of yours. I guess I’m just trying to convince myself that my explanations are more “noble” than that (when really…they probably aren’t). I mean, I can’t be that selfish can I? 😉
Thanks Ann…I love conversing with you!
Eric –
Your comment was so much fun to read! That’s exactly what happens with us “thinkers” we churn until we find what’s right (hopefully for those around us as well as for ourselves!).
I think the key is really identifying the motivation/objective behind the explanation. Are we justifying our actions? Are we looking for forgiveness? Sympathy? Is there something in the explanation that can make things work better the next time?
Personally, I find most of MY “explanations” are attempts to get myself off the hook or have some one tell me whatever I did was ok – not the noblest of goals – eh?! I need to just STOP.
But…that’s me!
Ann
Ann,
I am torn slightly on this. I agree with you completely that explanations to a failed task are just excuses. But, are there times when the recipient/customer/reader wants an explanation or reason (therefore an excuse)?
Of course, maybe it’s these instances where we need to wait for the recipient to ask for the justification, instead of assuming they need one from the beginning. But, then are we being “reactive” instead of “proactive?”
My post the other day (after 2-1/2 weeks off) addressed this issue. I did layout some reasons as to why I hadn’t posted for so long. I suppose at the least, I did acknowledge them as “excuses.”
Maybe my readers didn’t even want to know what was going on, I guess I just assumed they wanted justification. Boy oh Boy…..You have really got me thinking now (which is a good thing!). Maybe, I have got to change my frame of mind from “me” to “you/them/we”
Thank you Ann. You keep me on my toes! And, your posts are always very thought provoking!
Hello Noah!
You just got me thinking about the “acknowledge” part of your statement. It is important to acknowledge the issue or event – but I bet that’s where most of us fall down (into justification and excuses) if we’re not careful. Thanks for making me think!
Ann
Well said. Acknowledge, adjust, advance.