4 pm: Clients wait – don’t say sorry
Israeli scientists suggest a strategy for when clients, colleagues or your boss are impatient. You should tell the waiting person how long they will have to wait. Saying sorry does hardly have any effect.
Researches had participants call a hotline where they were put on hold. One third of the participants had to listen to music. The second third listened to music as well, but it was interrupted three times by an apology. The last third listened to music too and additionally they were told how many people are waiting in front of them. The results show that people who were confronted with apologies lost their patience the quickest – even before the ones just listening to music. The ones that were told how long they still had to wait, endured the longest. The scientist reason it with the fact that the latter had some sense of control over the situation.