In services zero defects is difficult to achieve. Uncertainty is inherent to service creation and delivery. To a great extent customer-provider interface in the service factory is responsible for deviations to happen. Two days back I had to go without dinner because a local restaurant failed to execute my delivery order and I was left waiting into midnight. The restaurant did not bother to apologize for this failure. I have written off the service outlet in question for all times to come. Feeling of hurt comes naturally in any incident of violation. But it is also natural for violations to happen in social or business conduct. One of the most powerful strategies to recover from failures is to tender apology and say ‘sorry’. It is makes both great spiritual and business sense.
Geetika Jain in one of the Speaking Tree columns wrote an interesting piece on the importance of apology. We express an apology by saying sorry. But a sincere apology is to be distinguished from superficial one. A superficial apology may reflect how well groomed and polite a person is but it is not same as a true meaningful apology. Apologizing for our wrongdoings operate superficial and deeper levels. When an act of apologizing is diminished to only uttering a word ‘sorry’ without accompanying a deeper sense of realization, it becomes superfluous. The pretence may help the harmed/violated but harm the pretender. A heartfelt apology is real, and it works wonders for both parties involved.
An apology, on the surface is an opportunity to get out of a difficult situation but it should not be seen in this way. A mere utterance of the word minus sincerity, repentance and atonement render it hollow and futile. ‘To err is human, to admit one’s error is super human’. Facing the victim and apologizing is an act of courage. People in harmony with their life say ‘sorry’ with an ease. The positive and conscientious achieve peace with themselves only after making amends.
Saying ‘sorry’ does not involve monetary cost but gives back in a number of ways. The mistakes are diluted, tepid and estranged relations come back life. ‘Sorry’ can dissolve animosity, bitterness and resentment. This dissolution of rancor sets stage for resolution and achievement of harmony. ‘Sorry’ is a powerful mechanism not only to appear the victim but ourselves as well. Harming or offending someone deliberately or by mistake makes us guilty whether we admit it or not. This guilt can sit deep into our subconscious unleash misery by robbing peace and harmony. We can become prisoners of guilt. ‘Sorry’ is therefore liberating and cathartic. Deep seated guilt can cause psychosomatic maladies. Saying sorry and admission of mistakes is sign of evolved human being.
Going down the path to admitting mistakes and apologizing is not easy. Only evolved people are able to do so. The true pristine self rushes to say ‘sorry’ but it is ego which obstructs. It is the ‘I’ rooted in age, social hierarchy, money and status that prevent us to be in our true sublime self. ‘Age and social status can also thwart this sublime act’. It is then no surprise that prayers in most religions comprise of apology for transgressions and repentance for mistakes.