[OldSchoolDSL]

Originally Posted by BirdOPrey5

I would apologize for the delay and simply answer the question for the customer. I wouldn't say why there was a delay at all- the customer will probably just be happy with the answer. If it was in my power to offer them something for the delay I would do so.

If the customer pushed me for an explanation on why it took so long I would be honest and say "I don't know why it took so long but you can rest assured I will make my manager/supervisor aware of this issue so it does not happen again."

I like the simple answer and agree with it. Own up to the fact that something clearly went wrong and that you'll do everything you can to improve that from ever happening again.


Locally here though it's a death sentence. Admitting a mistake without some justified reason in my part of the world means you're obsolete and need to be replaced immediately..... Not that I like or agree with that, but universally from both the business side and customer side of things it's universally the standard here.

I find business is defined by 2 important factors. Location and competitive competition.