However tough it is, saying sorry for a mistake is the right thing to do.
When things go wrong, a timely genuine apology can repair reputational damage and restore trust.
It helps if the words are heartfelt and backed up by a commitment to put things right. Comms professionals sometimes describe this as ‘owning a crisis’.
Being sincere. Taking ownership. Committing to putting things right. Learning lessons. We hail these as the steps to reputational redemption, whatever the problem.
But, as we’ve witnessed recently, reality and personality can get in the way of a textbook approach. April saw a spate of missteps followed by apologies, with varying degrees of success. In sharing these examples, we offer no comment on the events which led to the apologies. They speak for themselves and generated miles of copy already.
This is all about the contrition, and how it went down.
Continue reading “The hard truth about apologies: your reputation rests on them” →
The Chartered Institute of Housing’s South West conference in Torquay seems to have been a success this year, in spite of the cutbacks that have hit sponsorship budgets and delegate numbers and made events like this much more difficult to put on.
The CIH is a key partner for the HCA and this is a really important event for us to be involved in, particularly at a time of reorganisation when colleagues who are new to the patch have the opportunity to meet the sector’s leading local figures and understand the issues that drive delivery here. Even though our sponsorship of the event is a thing of the past, I am glad we maintained a delegate presence this year (NB: three of us were guests, including two speakers).
I certainly found attending yesterday worthwhile, made some good contacts and found out a few nuggets of information which I would not have known if I had stayed in the office. Here are some of the more noteworthy discoveries, along with some thoughts about the event itself.
Continue reading “Four things taken from Torquay this year” →