Three-Step Disclosure Process

Sorry Works! is a program that needs to be administered by a team of people, and the program is predicated on a three-step disclosure process:

Initial Disclosure
Investigation
Resolution

Step 1 - Initial Disclosure - is all about empathy and re-establishing trust and communication with customer in the immediate aftermath of an adverse event. Executives say "sorry" but fault is NOT prematurely admitted or assigned. Also, do NOT become defensive. Executives take care of the immediate needs of the customer (phone calls, transportation, food, etc) and promise a swift and thorough investigation. The goal is to make sure the customer never feels abandoned. In the spirit of good customer service, pull the customer closer to your company or organization.

Step 2 - Investigation - is about learning the truth. Was a mistake/error made, or not? We recommend involving outside experts and moving swiftly so the customer doesn't suspect a cover-up. Stay in close contact with the customer throughout the process.

Step 3 - Resolution - is about sharing the results of the investigation with the customer, and their legal counsel. If there was a mistake, apologize, admit fault, explain what happened and how it will be prevented in the future, and discuss fair, upfront compensation for the injury or death. If there was no mistake, continue to empathize ("we are sorry this happened"), share the results of investigation (hand over charts and records to customer and their legal counsel), and prove your innocence. However, no settlement will be offered and any lawsuit will be contested. Sorry Works! is compassion with a backbone.