Forbes Magazine interview of Virgin CEO, billionaire Sir. Richard Branson where he shares Virgin’s customer service secrets.
“Humility builds credibility.” – Richard Elmes
This quote was inspired by an excellent blog post that I read this afternoon titled: Apologize Authentically by Cindy Stradling. In this post she not only gives 6 steps on how to Apologize Authentically, but she also says:
“When you apologize authentically, people recognize that you are human, yet are mature enough to acknowledge your failures. Your sensitivity to the feelings of others only makes you more appealing and respected.”
The times when we messed up, humbly taken ownership of the situation and apologized for our actions are the times when trust is built and credibility increases. This is especially true if you are a leader apologizing to someone working for you.
This is a rare and special trait in a leader that help screate an environment where employees want to go above and beyond for you.
This is also a trait that can transform your sales relationship from being a vendor (with lots of competition) to being a partner (with NO competition).
So, put your ego aside, humbly apologize when you messed up and watch your credibility increase.
Here are a couple more blog posts on this subject: Should Managers/Leaders Apologize?
“It is not the mountain that we conquer, but ourselves.” – Sir Edmund Hillary, The first man to reach the summit of Mount Everest
“If you can find a path with no obstacles, it probably doesn’t lead anywhere.” – Frank Clark
“Where there is no trust, there is no respect. And where there is no respect, there is no security in the relationship.” – Dr. Laura Schlessinger, Popular Radio Show Host and Relationship Expert.
“The public is a parade walking past you. Unless you get them to turn their heads and look at you, they will simply walk on by.” – P.T. Barnum, 1890’s Business Tycoon