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”