Apologizing: How You Say It Matters
There’s an old saying that goes, “It’s not what you say; it’s how you say it.” And when it comes to corporate apologies, this saying has a lot of truth to it. Sure, you need to make sure your apology has the right words, but even the best-written apology will be a total flop if i… Read more
How to Apologize When Your Company Screws Up
Between Tiger Woods and Toyota, there’s been quite a bit of apologizing going on lately, and while ideally you never want to be in a position where you have to say you’re sorry, the good news is studies have shown that customers who receive a sincere apology are actually pretty likely to reconc… Read more