The other day, our family went to our favorite restaurant for a Sunday lunch. We have had meals there on Christmas Eve afternoon and the last time was a brunch with my daughter, C., which had been fabulous. Much to our surprise this time, we were served overcooked dishes with what tasted like leftovers from the night before. Not wanting to spoil our time together, none of us mentioned it. Later, I wrote a review on “Yelp” about our disappointing experience. Shortly thereafter, the GM of the restaurant responded personally to my review in a very sincere and candid manner, apologizing for the sub-par meal that we had had there. I wrote back that we would be glad to return again and hoped the high quality we had gotten used to would be consistent in the future.
This incident made me reflect about the difference between being defensive and taking ownership for something and then apologizing. Have you ever noticed that some of the most entrenched (e.g., angry) attitudes appear when people feel defensive about something they might have done wrong? Nobody likes to Read the rest of this entry »