My old boss told me to stop saying sorry to clients and it threw me off

I was complaining to my old boss Dana about a client in Buckhead who kept changing her mind about her color formula, and I kept apologizing for every little thing during the appointment. Dana ran a chair for 22 years before she managed us, and she told me to quit saying sorry so much. She said the client starts to think something is actually wrong when you keep saying it, even if nothing is. I counted it the next day and I said sorry 14 times in one balayage appointment and half of those were about stuff the client never even noticed. I tried cutting it out and just explaining what I was doing instead, and the whole vibe in the room changed. Has anyone else had a mentor call them out on a verbal habit like that?

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michaelperez24d ago

That line about the client thinking something is actually wrong when you keep saying sorry is so true. I started swapping it for stuff like "let me adjust that for you" and honestly the whole mood in my chair got calmer too.

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