Everyone makes mistakes. It’s inevitable when you are dealing with the public.
The point isn’t the mistake; customers will forgive just about anything as long as the situation is politely and swiftly resolved and you extend a complete and heart-felt apology,
demonstrating clearly that it was your fault: Mea culpa.
Bob went to a Big Box store. His credit card swipe was apparently bad, he swiped a second time, joking I hope I don’t get charged twice. He was reassured that that couldn’t happen. Well, it did. He checked online when he got home: two identical charges, to the minute, on his account.
He tried to call the store; you can guess at the phone hell he ended up in. He trundled back to the store and got in that customer-service line from hell.
By the time he actually got to someone who could help (I’m not authorized to do this. Step aside, sir, someone will be with you in a minute) and resolved the issue, he’d spent over an hour… fixing their problem.
Did he get an apology? Well, kinda… a canned phrase. No reference was made to the hour he spent because they were sloppy. But Bob’s a forgiving sort, so he left the store feeling just a little resigned to Well, that’s life.
How could this situation, which was an honest mistake and which was resolved, have made Bob actually pleased, rather than vaguely annoyed?
The mea culpa!
What if, say, Bob were offered a $10 gift card as well as a sincere apology? He would have left much more satisfied and had a good story to use with his friends, creating positive word of mouth for the store. This would have turned a mistake into an opportunity.
Now, your resale, thrift, or consignment shop may not be able to afford to hand out gift cards as apologies, but how about a small gift to apologize? Do you have, at hand and ready to be graciously offered along with your I’m so sorry we inconvenienced you; we appreciate your patience and understanding, a mea culpa present?
My dentist hands out fresh carnations on every visit. I’m not sure what he’s apologizing for: the pointy thing he used or the amount of the bill. But that silly little carnation makes me feel better. And we all want our clients to feel good about us.
Think scented votive candle or locally-made soap buttons in an organza bag, with your business card tied on. Or a packet of scented pencils wrapped with a bow? A colorful bangle bracelet? Something a bit festive, a bit showy, to show that you do, truly, apologize.
That’s turning mea culpa into mamma mia, great folks in that store!
What do you do in this type of situation? Are your staff members allowed to decide when a mea culpa gift is awarded?
Take a look at the button labeled “Yes of course” on. 
Auntie Kate The Resale Expert 