Sorry Seems to be the Hardest Word

Here’s a link to a short column by Curtis Baillie about avoiding litigation in retail loss prevention.  Of course, most of our focus is on avoiding a bad stop at all costs through training, detailed policy and procedures, and the application of the “five steps” (sometimes six, depending on the retailer).  However, any of us who have been in this business for a long time, know that bad stops do occur.  Baillie suggests that admitting our mistake and apologizing might be the easiest way to avoid a lawsuit.

To most companies, this seems counterintuitive as they try desperately to avoid any acknowledgment of the mistake.  If they do make a statement that somewhat resembles an apology, it is usually in the form of “We regret that you had an experience in our store that did not meet your expectations..” or some other corporate gobbly-gook.  But, an apology is sometimes the easiest way to end the incident without litigation.  Check out Baillie’s column here.

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