As an employer, it is important that employees apologize when they make a mistake.
I’m not talking about apologizing to guests (although it is good practice to do even when they are not completely at fault). Employees need to apologize for mistakes they do on the job.
The reason it is important is not to belittle the employee or make you (the employer) feel good – it’s important for the employee admit fault and accept responsibility. Once in a while, you will run into an employee who will never say sorry for any mistake they make. Sometimes it is because they are too embarrassed to say anything, but most times it is because they do not think they are at fault for the mistake.
“It was too busy.” “Jen should have done XYZ.” “The customers were just grouchy and mean.” Or just a blank empty stare…
Only when people accept responsibility for their actions, they are empowered to change the outcome and make changes in their behavior. When people don’t take responsibility, they are forever victims and just passive passengers in life.