Summary

After making a mistake, an apology is made in the form of a message or action that turns anger into happiness.

Context

Mistakes happen. We may make an operational error, offend a customer with an unfortunate comment, or worse. Because we don't want any angry customers, and because angry customers are more vocal than happy customers, we should make an effort to defuse anger.

Therefore,

Solution

Communicate regret that the action occured, but also offer something to turn anger into happiness, such as offering a free service, an extra service, or a special favor.

Example

1. Upon first meeting me, an optometrist insisted my eyesight was a different than I thought it was. We debated it for a minute, then he left the room and re-measured my current pair of eyeglasses. He returned, apologized, and handed me a Starbucks gift card. It was a nice gesture, and focused my attention on the future sensory pleasure of free coffee rather than the service mistake. -- Victor Lombardi