"Frank's skill in asking the right questions is un-mistakable, and is at the core of his leadership philosophy.

The power of these questions cannot be underestimated, especially if you want to lead and not manage."
—John Cave
Westhaven Worldwide Logistics

If not otherwise stated—all postings © Frank D. Kanu. All rights reserved.

Posts

“I’m sorry.”

The Associated Press issued an article that hospitals in the University of Michigan Health System have been encouraging doctors since 2002 to apologize for mistakes. The system’s annual attorney fees have since dropped from $3 million to $1 million, and malpractice lawsuits and notices of intent to sue have fallen from 262 filed in 2001 to about 130 per year, said Rick Boothman, a former trial attorney who launched the practice there.

    Unfortunately this seems to be an isolated incident. The news is full of stories highlighting alls sorts of mistakes made by companies and their employees. Yet what we rarely see is one of the first words children learn (and frequently get told to use):

    “Sorry.”

When was the last time you said sorry?

When was the last time you as a customer were told “sorry”?

Or one of your team members?

Is sorry part of dealing with disgruntled customers or suppliers?


Tags:
 

This blog-entry is protected by a digital fingerprint:785273ed81985582c8a1be62f78c9459

Because I value your thoughtful opinions, I encourage you to add them.

Please leave your Response right here:




XHTML: You can use these tags: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>



Please do not be offended if I edit your response for clarity or to keep out questionable matters, however, and I may even delete off-topic responses.

« Thank You—2008-03     20. My Title Is My Power »

Navigation, Archives and Links


This blog is designed to provide accurate and authoritative information in regard to the subject matter covered. If legal advice or other expert assistance is required, the services of a competent professional should be sought.