Those words are not an apology. They are a deflection. A cop out of a mistake.
So try this instead
“Im sorry. I got it wrong.“
That is an apology. Note the difference. In the first you are the person with the problem. In the second I am the person with the problem.
An apology accepts responsibility and liability – something few people are prepared to do today.
Why the rant?
I tried to buy a car this week from Seaview Ford in Clarkson. I bought my current Ranger there 4 years ago and with 94k kms on the clock I wanted to turn it over. My previous experience was simple. Walked in, signed up and purchased a car. I asked for no red bow or extended ‘handover’ – just a white Ranger with a canopy. And that was what I got.
So I went back in December for a service and saw a potential change-over opportunity. The sales guy agreed to switch my wheels and canopy to the new car and we had a deal. The contract came thru but the ‘canopy’ part had been left off. No notification – just glad I read this stuff. A few phone calls later we find that sales guy has overstepped and made a mistake. No sale.
Then this week on Thursday I spot a car that is very good value for sale at Seaview, so I head down to take a look in between clients. Time is compressed but I haggle hard, we agree to a changeover figure for my car, shake hands and I head back to work with the contract to be emailed thru to me for reading and signing.
I let the sales manager know I wouldn’t be signing anything without a proper read, as previous experience had burnt me. But the contract didn’t come in. Ryan had got busy and didn’t get to it… (15 minutes of work he had told me if I wanted to wait, but I couldn’t wait.)
No contract Thursday and Ryan rings Friday to make sure I coming in to sign. Yep I am… once I read it… He is busy again so the contract eventually get sent to the wrong email address at midday before I correct him and he gets it to me. I am now running behind schedule for my next job in Caversham so I tell him I will read and sign later that day assuming I finish in time.
I hustle thru the job, hit the road for the Ford dealership, only to be rung by Ryan and asked if I’d like a different car instead.
“Nope – just the one we agreed on”
“That might be a problem… someone may be paying a deposit on it and getting finance for it”
‘Might be or are?’ I ask…
Short version – they sold the car to someone else – and that person ‘needed finance’. Translation = they were going to make a lot more out of customer ‘B’ than me so I got shafted.
Having busted my butt from my end to get everything sorted I was beyond belief that they would simply sell it to someone else without even a courtesy call to check and see if I was coming in.
But no. Car sold. And without a contract there is no actual agreement. I can even appreciate that as I’m sure some people give them the wind up. What I can’t get is the complete lack of courtesy to call and check in and then the subsequent ‘not our problem’ response.
I had a short conversation with the sale’s managers boss this morning who told me he was ‘sorry I felt that way and that they never want customers to have a bad experience’.
Which is verbiage for “bad luck mare” It was a very bad experience… and the ‘apology’ was even worse.
‘What about if I could do a really good deal on the other car?’ he asks as we end the conversation.
I’m incredulous… ‘I wouldn’t buy it off you if you took $10K off it .’ I said. ‘You will never see me again. And I will make sure other people are aware of how you do business.’
I’m just one insignificant cog in a very large machine, but I see the ugliness of people being nothing more than a dollar figure in a deal – and when a higher dollar figure walks in you lose. It’s the machine we all exist in and have to navigate, but we can soften its edges with kindness and respect. Or we can simply let it grind on…
So there is one dealership I will never return to… where the ‘car salesman’ slurr actually feels like it fits.
Heads up to those buying cars.









