(a lost art in our society?)
Here's what not to do: don't apologize, while simultaneously rejecting responsibility. Do not say. "I'm sorry about that.... of course, it's not MY fault." For one thing, if you have nothing to do with it, why are you in the position of having to apologize in the first place? Think about that, it doesn't make sense. Second, whomever you are apologizing to likely
doesn't care whose fault it is.
I've had this happen twice recently. The first time was upon being discharged from the hospital, following Robert's birth. Now, maybe Don and I did something wrong, didn't follow some
un-written procedure, I don't know; I have never been admitted to a hospital before. But somehow, we managed to leave without getting any of the prescriptions my OB had written for me. (I had a lot, because the birth was pretty complicated: an antibiotic, a stool softener, prescription-strength
ibuprofen, and
Percocet.) I didn't think about it until later, but we were returning to the hospital every two hours anyway, so that I could breastfeed Robert*, so when I saw my OB behind the nurses' station, I said, "You know, I never got those scrips you wrote, could I have them now?" (Basically the only one I really wanted was the stool softener, because I didn't realize it was the same as the over-the-counter ones. I didn't think I needed the
abx, and definitely wasn't going to be taking the painkillers.)
Oy, the drama that then ensued. Apparently,
Percocet is a controlled substance, and now they had a prescription for it floating around loose somewhere. He could only re-write the other ones. He apologized for the inconvenience, but said, very definitely, that this was "not his fault". OK, one, obviously it's at least
partly his fault. Otherwise, see above: why are we having this conversation**? Second, I am standing here in the hospital, exhausted, in tremendous pain, an emotional wreck because my baby can't come home with me. I DON'T CARE whose fault it is, do I? I just want the
meds I'm supposed to take. If I'd actually wanted the
perc, I'd probably have thrown a fit right then and there.
Anyway, I'd more or less put that incident out of my mind, until dinner the other night. Don and I went to Chili's, and got some pretty terrible service. Not that I expect much from Chili's and its peers in terms of service, but still. Right now they have a "two for $20" deal, in which two people can share an appetizer and a dessert, and each get an "entre", for twenty bucks. Not a bad deal at all. So we ordered our appetizer and meals, and waited. And waited. Our cheese fries were very slow in coming, and we were getting antsy because Robert was awake and getting fussy. Then our meals arrive, still with no appetizer. We ask the girl who brought our dinners (not our server) about it. Before she returns, our server shows up (for the first time since she took our order) with the cheese fries. "Sorry about that, but somebody should have ran these out to you a long time ago", she said. No, YOU should have "run them out" before. I don't care what Chili's policy is about food running***, YOU are our server. Don't put this off on the rest of the staff, and by the way, thanks for the implication that these have been sitting under the warmer lights for the last fifteen minutes. I mean, it's going to be obvious as soon as we try them, anyway, but it's a visual I didn't really need. For whatever it's worth, it's Wednesday night, after nine oclock. The place is not exactly hopping. If she had come by our table at some point after taking our order (maybe to refill our iced teas, since we were sucking on the ice cubes?), she may have noticed that we had no app yet, and gone to check on the kitchen's progress.
What's the point of apologizing-- the very act of taking responsibility for something-- and simultaneously trying to distance oneself from it? It just doesn't work. Be big enough to apologize graciously, whether you think it's "your fault" or not. If something is genuinely out of your hands, whomever you are apologizing to will probably, grudgingly, realize this. They may even say so. I had that happen at the bank a lot; somebody's account would be frozen, or they'd have fraud, or be hit with a gazillion fees, and I would have to apologize as I tried to sort out their problems. I never said, "this isn't my fault, you know". Because to the customer, it is. To them, I was not "Mara", I was "The Bank". Just as the OB is not just Dr Zoidberg, he is The Hospital, and the Chili's waitress is The Restaurant. If you are representing an institution, stop worrying about your personal level of responsibility, and step up to it.
Another thing. "I'm sorry..." has two meanings. One, as discussed above, takes responsibility for some circumstance, e.g. "I'm so sorry your steak was over-cooked, let me compensate you in some way, perhaps with a complimentary dessert." The other, of course, just conveys sympathy; "I'm sorry your birthday cookout got rained out", "I'm so sorry to hear about your diagnosis", etc. People, if somebody is using "I'm sorry" in that second way, do not say, "well, it's not
your fault!" If I say, "I'm sorry about your car accident", I
know it's not my fault (assuming I wasn't there at the time). I am not apologizing for it-- I am not God. I am merely conveying sympathy, and implying that I mean the first kind of "I'm sorry" is kind of stupid, really. "Thank you" is a much more appropriate response.
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*Don't even get me started on how they discharged me, while keeping him. That's a whole different rant.
**How was I supposed to get the scrips, anyway, if he didn't hand them to me? He had clipped them to my chart. Were we supposed to "check out" somewhere, instead of just leaving upon discharge? Was somebody else, a nurse maybe, supposed to formally go over everything? Maybe discharge procedure needs to be part of the hospital tour?
***I've worked at restaurants where the rule is, if there's hot food in the window, whoever's available takes it out ASAP. Period. I know other places have dedicated food runners. Whatever. On a night that slow, she should have been running her own food, regardless.