How to improve your reputation by screwing up and apologizing
- Posted by Ephraim Cohen on July 31st, 2009 filed in Reputation Management
- Comments
Every company makes mistakes. How those mistakes are handled can shape a company’s reputation. See Jeff Bezos and the great Amazon Kindle 1984 deletion or the Jet Blue stuck on a runway apology for serious big company examples. But a mistake and apology can make a customer feel better about how a company handles customer service. Poll Everywhere shows how.
Here’s the apology I got after they sent out a messed up mass email. I did not even notice the original email but the apology caught my eye, starting with the subject line. And I came away thinking that this is an honest, transparent, customer oriented company with a great sense of humor.
Subject: Poll Everywhere – We’re Boneheads
Hi Ephraim,
Just wanted to apologize and say that we know your name is not "FNAME"Oops.
We’re so bad at this spamming thing… We don’t even know how to do a proper mail merge!
Jeff
I wasn’t thinking happy thoughts about Poll Everywhere before this email. I am now.
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jeffie web
