My manager told me to never apologize for store policy, and it saved my whole week.

I work at a coffee shop in Austin, and last Tuesday we had a huge rush right after our blender broke. A regular customer, Mark, wanted his usual frozen drink and got really upset when I said we couldn't make it. My manager, Sarah, has always said, 'Explain the policy, offer an alternative, but don't say sorry for things you can't control.' So I stayed calm, told him about the broken machine, and suggested a cold brew instead. He grumbled but took it. The next day, he came back, apologized for being rude, and even left a $10 tip! That one piece of advice changed how I handle every angry customer now. Has anyone else had a simple rule from a boss that just clicked and made the job easier?

3 comments

3 Comments

dianas501mo ago

You said a simple sorry shows you care, but my friend tried that at her bookstore. She'd apologize for every out-of-stock book and customers just got angrier, like she was admitting fault. Now she explains the supply issue without the sorry and people actually accept it better.

julia_carter701mo agoProlific Poster

Honestly that sounds like terrible advice. Not apologizing just makes you seem cold and robotic. Customers want to feel heard, and a simple sorry shows you care about their problem. Your manager got lucky that guy came back. Most people would just get more angry and never return. I always say sorry for the inconvenience, even if it's not my fault. It's basic customer service and it works. That rule would make my job harder, not easier.

sean_johnson161mo ago

Sarah's rule is smart because it stops you from taking blame for stuff like a broken machine. It's not your fault, so why act like it is? Saying sorry can make people think you did something wrong and they should get something free. Explaining the problem and offering a fix, like the cold brew, shows you're helpful without making it your fault. It turns the talk from "you messed up" to "here's how we can fix it together.