Great article on why some corporate apologies fall short and they are not sincere

The same goes with dealing with anyone in a Crisis.

The article starts with the apology from Netflix that created more problems than it solved.

If you don’t mean it don’t do it.

Throwing half-hearted apologies at an issue will just exacerbate a festering problem — and people will view it as an obvious and empty attempt to quiet the masses.

The article deals with the issues for a corporation or business that has created a public relations disaster. However, some of the ideas can apply to any situation where people are not happy or people are upset over an issue with you or your business.

Most reputation blows require a clear, strategic message, explaining two things: (1) what went wrong, and (2) what you are doing to rectify the situation

The latter part is equally important. People don’t complain to complain, no matter what you may think. They complain to get you to change or at the very least to acknowledge that there is a problem.

If there is a problem, tell them what you are doing to fix the problem.

If there is a reason why you are not following their advice, tell them that. Explain with as much detail as needed why you cannot do what they suggest.

Not all the ideas in the article I believe are great in all situations. The statement: “That is, don’t allow feelings of regret to cloud your best communications judgment.” I hope means to communicate clearly. I do believe that allowing true feelings, as long as they do not interfere with the communication, to be expressed to help the situation. When people understand that you understand, and are sorry for the situation, they are going to start to feel better.

Another statement that is great is “reaffirm their commitment to the values that underpin their companies” If your company has core values, remember them. Use that as your basis for dealing with the problem. Those values may provide a light to follow when you are being swallowed up with people throwing crap at you who are unhappy.

· Remember an apology cannot come from your attorney or your insurance company: don’t get them involved.

· Remember an apology must be real, or you are just ramping up the fight.

· Remember, work through your apology from the perspective of your guest or customer, not from your position. No one cares about your position.

For more ideas on this subject see:

Crisis Response

Crisis Customer Relationship Management

Ten Commandments of Dealing with People in a Crisis

7 Mistakes Made by People who are called Defendant

Ten Reasons Why People Sue

For other articles on Apologies see:

A Church wants to apologize and the insurance company for the church panics. What else would you expect a church to do?

Money is important in some lawsuits, but the emotions that starts a lawsuit.

Serious Disconnect: Why people sue.

Dealing with an accident, injury or problem is a conflict, when you allow yourself to create one.

To read the article see: Smart Apologies Should Be Strategic

What do you think? Leave a comment.

Copyright 2011 Recreation Law (720) Edit Law, Recreation.Law@Gmail.com

Twitter: RecreationLaw

Facebook: Rec.Law.Now

Facebook Page: Outdoor Recreation & Adventure Travel Law

Blog: www.recreation-law.com

Mobile Site: http://m.recreation-law.com

Keywords: #RecreationLaw, #@RecreationLaw, #Cycling.Law #Fitness.Law, #Ski.Law, #Outside.Law, #Recreation.Law, #Recreation-Law.com, #Outdoor Law, #Recreation Law, #Outdoor Recreation Law, #Adventure Travel Law, #law, #Travel Law, #Jim Moss, #James H. Moss, #Attorney at Law, #Tourism, #Adventure Tourism, #Rec-Law, #Rec-Law Blog, #Recreation Law, #Recreation Law Blog, #Risk Management, #Human Powered, #Human Powered Recreation,# Cycling Law, #Bicycling Law, #Fitness Law, #Recreation-Law.com, #Backpacking, #Hiking, #Mountaineering, #Ice Climbing, #Rock Climbing, #Ropes Course, #Challenge Course, #Summer Camp, #Camps, #Youth Camps, #Skiing, #Ski Areas, #Negligence, #Snowboarding, #RecreationLaw, #@RecreationLaw, #Cycling.Law #Fitness.Law, #SkiLaw, #Outside.Law, #Recreation.Law, #RecreationLaw.com, #OutdoorLaw, #RecreationLaw, #OutdoorRecreationLaw, #AdventureTravelLaw, #Law, #TravelLaw, #JimMoss, #JamesHMoss, #AttorneyatLaw, #Tourism, #AdventureTourism, #RecLaw, #RecLawBlog, #RecreationLawBlog, #RiskManagement, #HumanPowered, #HumanPoweredRecreation,# CyclingLaw, #BicyclingLaw, #FitnessLaw, #RecreationLaw.com, #Backpacking, #Hiking, #Mountaineering, #IceClimbing, #RockClimbing, #RopesCourse, #ChallengeCourse, #SummerCamp, #Camps, #YouthCamps, #Skiing, #Ski Areas, #Negligence, #Snowboarding, #apology, #Netflix, #value, #CorporateValue

Technorati Tags: ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,

Windows Live Tags: Great,article,apologies,Crisis,apology,Netflix,corporation,relations,disaster,situation,Most,reputation,message,People,advice,Explain,situations,statement,judgment,communication,Another,commitment,basis,Remember,attorney,insurance,perspective,guest,customer,Response,Relationship,Management,Commandments,Mistakes,Made,Defendant,Reasons,Church,Money,lawsuits,emotions,lawsuit,Serious,Disconnect,accident,injury,Smart,Should,Strategic,Leave,Recreation,Edit,Gmail,Twitter,RecreationLaw,Facebook,Page,Outdoor,Adventure,Travel,Blog,Mobile,Site,Keywords,Outside,Moss,James,Tourism,Risk,Human,Rock,Ropes,Course,Challenge,Summer,Camp,Camps,Youth,Areas,Negligence,SkiLaw,OutdoorLaw,OutdoorRecreationLaw,AdventureTravelLaw,TravelLaw,JimMoss,JamesHMoss,AttorneyatLaw,AdventureTourism,RecLaw,RecLawBlog,RecreationLawBlog,RiskManagement,HumanPoweredRecreation,CyclingLaw,BicyclingLaw,FitnessLaw,RopesCourse,ChallengeCourse,SummerCamp,YouthCamps,CorporateValue

WordPress Tags: Great,article,apologies,Crisis,apology,Netflix,corporation,relations,disaster,situation,Most,reputation,message,People,advice,Explain,situations,statement,judgment,communication,Another,commitment,basis,Remember,attorney,insurance,perspective,guest,customer,Response,Relationship,Management,Commandments,Mistakes,Made,Defendant,Reasons,Church,Money,lawsuits,emotions,lawsuit,Serious,Disconnect,accident,injury,Smart,Should,Strategic,Leave,Recreation,Edit,Gmail,Twitter,RecreationLaw,Facebook,Page,Outdoor,Adventure,Travel,Blog,Mobile,Site,Keywords,Outside,Moss,James,Tourism,Risk,Human,Rock,Ropes,Course,Challenge,Summer,Camp,Camps,Youth,Areas,Negligence,SkiLaw,OutdoorLaw,OutdoorRecreationLaw,AdventureTravelLaw,TravelLaw,JimMoss,JamesHMoss,AttorneyatLaw,AdventureTourism,RecLaw,RecLawBlog,RecreationLawBlog,RiskManagement,HumanPoweredRecreation,CyclingLaw,BicyclingLaw,FitnessLaw,RopesCourse,ChallengeCourse,SummerCamp,YouthCamps,CorporateValue



Have a Comment? Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.