 OUR TAKE -
Right the Wrong
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The major difference between a thing that might go wrong and a thing that cannot possibly go wrong is that when a thing that cannot possibly go wrong goes wrong, it usually turns out to be impossible to get at or repair.
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Douglas Adams
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The sincere apology is the responsibility of more than an individual - the Chief Apology Officer - or a complaint department. So says the majority of CRMAdvocate readers who weighed in on the subject. And many went on to say the apology is just the beginning.
One reader wrote, "If the goal is to establish or build trust, then apologizing is only the first step. According to the book The Speed of Trust by Stephen M.R. Covey, what damages credibility and trust the most is when, once something has gone wrong, people don't acknowledge it or apologize. This causes small incidents to blow up into far bigger issues, and when people try to cover it up, it gets even worse. While apologizing later is clearly better than not apologizing at all, apologizing and rectifying mistakes immediately will do far more to build and restore trust."
In the words of this reader: actions speak louder than words. Don't just apologize. Right the wrong.
That's his take. Do you agree? What's your take?
Gary Lemke, Publisher
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