The other day, our HVAC technician did not show up within the 4-hour window I had scheduled with his company. No company member called to let us know they would be late. This is odd because the technician works for an outstanding company and does excellent work. After the window had elapsed, I called the company and enquired about the missed appointment. The agent told me there was an accident, and they were backed up for the day. I asked why they did not call to let us know there was an issue and either change or reschedule the appointment. That’s when I got the overused and underdelivered “Sorry.”
I loathe this word. The word sorry is a gesture; it is not an action. It does not solve the problem. Everyone rushes to use the term when things are not perfect. I wish everyone rushed to fix the issues first. The overuse of the word has got to stop. If you own up to your mistake, thank you for owning it, but I want to know how you will solve it. Finally, most of the time, people tell me they are sorry but will do nothing to ensure it does not happen again.
After being told sorry by the agent, she said that the technician would be at my house in 20 minutes. It wasn’t until 45 minutes later that the technician told me he was 40 minutes away and would be by shortly. This timeline did not coincide with what the ever-sorrowful agent told me. (The agent’s fault, not the technician’s, who did great work and got everything in order.)
I do not like it when people do not follow up their words with their actions. Only make a promise or a statement if you will back it up. And most definitely, do not tell me you are sorry unless you genuinely take those steps to ensure it never happens again.
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