Just left office with my colleague. Was driving through a crowded street. Both rear-view mirrors were open. Suddenly a Sardarji on a motorcycle passed by brushing the rear-view mirror on my left side, twisting it out of its position. No damage, thankfully!
I wasn't surprised since such incidents are likely to happen some or the other time if you are driving in Mumbai.
Setting the rear-view mirror again in the right position, my colleague jokingly called out to the Sardarji and said, "Sardarji, bahut jaldi mein ho kya (are you in a lot of hurry)?"
Sardarji smiled back, "Arre nahin, ek khadda aa gaya toh balance nahi raha, is liye touch ho gaya…" And he left the scene.
My colleague said to me, "Poora explanation de diya, par 'sorry' nahi bola!"
Apologies at the right time (not explanations) amount to better customer service. Acknowledging a problem is a quicker way to serve the customer instead of frustrating him with obscure explanations. He might not care. He didn't buy you for explanations.
In fact, a quick apology might just open up a window to please him with the same explanation that would frustrate him otherwise.
Leave a Reply