As a consumer—whether in healthcare, hospitality, or any service setting—you’re looking for clarity. You want to know what to expect, how things work, and what’s coming next. What you’re not looking for are excuses, delays, or runarounds.
But here’s the tricky part: the words used in an explanation can be identical to the words used in an excuse. The difference? Timing.
Explanations happen before the interaction begins.
They set the stage, ground expectations, and create a framework for success. They’re proactive, respectful, and trust-building.
Excuses happen after the interaction is underway.
At that point, the opportunity to guide expectations has passed. You’re no longer establishing trust—you’re chasing it. And even if the words are the same, the impact is very different.
Explanations build trust. Excuses erode it.
So what can you do?
- Identify your friction points. Where do complaints, confusion, or dissatisfaction tend to arise?
- Establish expected communications. For each friction point, define what the other party needs to know—before they experience it.
- Hardwire the process. Build systems that ensure every interaction begins with clear, proactive explanations of what to expect.
The number one trust recovery tip I can offer? Avoid the conflict in the first place.
Moving from excuses to explanations is one of the simplest, most powerful ways to do that.