Saying sorry, even when it's not your fault

December 21, 2015

There will be many times in your account management career when you will need to apologise to your clients. Deadlines missed, briefs not followed correctly, misheard instructions and targets not reached will all require a degree of atonement. 

As an agency account manager (and company representative), when you apologise you are saying sorry on behalf of both yourself and your team.

It can be a pride-bruiser to have to apologise for something that may or may not be your fault. Nevertheless, you are the one who will need to take responsibility for the fact that something went wrong, that you didn't prevent it happening, and that it's your job to make sure it doesn't happen again.

The key to apologising - with humility and with genuineness - is to look at the situation from your client's point of view. As Seth Godin writes:

Apologize. Not because it’s your fault, but because the incident cost other people time or money or upset them, and you’re sorry that they have to deal with that.

If you can detach yourself from all twinges of shame or embarrassment, and focus on your client and your business relationship, then apologising will become easier.

When you have a spare minute you could dust off your kneepads, do some bowing exercises and practise delivering the best, most heart-felt apology of your career. When the time comes (and it will), your practise will pay off! 

.

.





Leave a comment

Comments will be approved before showing up.


Also in Latest Tips & Tricks

Is advertising a magic wand?
Is advertising a magic wand?

August 19, 2017

Clients engage advertising agencies to make a marked difference in their business. Whether your client articulates it or not, there will be an expectation of success behind every discussion and every project commission. The question then becomes, what exactly is your client expecting advertising to do for their business, and is that expectation realistic?

View full article →

There is no 'I' in 'team player'
There is no 'I' in 'team player'

August 13, 2017

Have you ever read a recruitment ad searching for someone who will 'roll up their sleeves', 'get their hands dirty', or be a 'team player'? How do you go about doing that?

View full article →

Preparing an agency deck
Preparing an agency deck

August 06, 2017

Agency folk work with three main types of deck: the snapshot deck, the pitch deck and the copy deck. As an account manager it is highly probable that you will need to create at least one of these types of deck at least once in your career! 

View full article →

Our gift to you!

SIGN UP TO RECEIVE WEEKLY ACCOUNT MANAGEMENT TIPS FROM AM-INSIDER, AND YOU WILL RECEIVE 100% OFF THE PURCHASE PRICE OF ANY ONE RESOURCE FROM THE AM-INSIDER WEBSITE. THAT'S ONE RESOURCE
ABSOLUTELY FREE.

It's our way of saying THANK YOU for subscribing, plus a BIGGER THANK YOU for caring about your career and wanting to become the best account management professional you can be. We're in behind you all the way.

CLICK HERE TO SIGN UP NOW!