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The Power and Folly of Sorry

As I stood waiting in line to register at a hotel, I had time to think about the often uttered but seldom meant “I’m sorry.” Contrary to Elton John’s assertion (“Sorry seems to be the hardest word,”) this one customer service agent seemed to be a master at it. He would draw closer to the customer and quietly say “I’m so sorry.” Every once in a while he’d add the words “for your inconvenience.” If the customer was really irate he might even offer them a free soda or chocolate bar. Read the rest of this entry

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