Quote:
Originally Posted by Tsuwabuki
This is a good example of the "mends no fences" kind of apology that I actively despise, MMM. You say honest, but how does one determine an honest apology? As a customer, I don't care if the person seating me is or is not personally sorry. What does it matter? What I need to know is "why did this happen" and "is it likely to happen again?" If don't like the answers to those questions, I will no longer go to that restaurant. If I understand the answer to the first, and recognise that the people involved are doing their best, and that is not likely to be a repeat occurrence, then I will probably chalk it up to "stuff happens." I might expect some sort of compensation (free appetizer, extra course, etc), but that's purely business.
Why should someone be made to apologise for something beyond their control? A late delivery truck or a manager that got sick is hardly the fault of the person who happens to be working the front desk.
"Sorry," is just as capable of being used as a "get out of jail free" card as a reason for a mistake. I positively hate the way that "excuse" has garnered a negative reputation and is now connected to subterfuge or blame deflection. Not every reason offered seeks to blame someone else.
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I am not looking for "sorry" as much as "we are taking responsibility for this.
You live in Japan, so you know each and every employee is a representative of that business. I am not saying that the exact employee that makes the apology is personally responsible for the reason I am being seated late. I am saying the business acknowledges the social contract we made is being broken by them, and they are going to do what they can to make it right.
What kind of answer are you looking for when you ask "Why am I being seated late?" What would be acceptable, and what would you reject? Isn't this harder for the employee to do than apologize?
I don't know what "mend no fences" apology means. If they apologize in what I consider a honest way, then I would go back again. I have been on this Earth long enough to know when someone means it and when someone doesn't.
A sorry is not an "excuse". If it is heartfelt then it is taking responsibility for an unfortunate situation. You don't get that so often in the US.