"Sorry"

Definition of sorry: Feeling or expressing sympathy, pity, or regret

Saying “sorry” – a real, heartfelt sorry, not the casual, mumbled version uttered after bumping in to someone – isn’t easy.  Not only is it an admission that something has gone wrong or an error been made; saying “sorry” also means taking responsibility for the issue and, hopefully, working to fix it.

“Sorry” is also one of the most powerful words that can be offered in a relationship.  It is a bridge to fixing the problem and rebuilding trust.

At an organizational level, saying “sorry” – in a personal, meaningful way – has the same power.  Mistakes that affect donors happen, and that can be understood – donors know that everyone makes mistakes, including the charities that they love.  The quickest way forward is with a sincere “sorry”, followed by an attempt to solve the problem and beginning to rebuild trust.

In fact, I would venture to guess that the strongest, most loyal donors are those who have been involved in a mistake made by an organization.  Handled appropriately, these mistakes show the true character, honesty and integrity of an organization – and that can only be a good thing.  Almost enough to make you hope a mistake will be made!

“Sorry” isn’t easy – but it is worth it.