Comments on: Saying You’re Sorry To Save Your Social Media Hide

By: Patricia Skinner

Patricia Skinner — Tue, 20 Sep 2011 07:14:45 +0000

Lisa, I think it’s up to the thinking woman to vote with her money. I would definitely not buy Marie Claire, knowing that they are insensitive to this degree regarding issues that are so sensitive for most of us. Incidentally, while I’m totally sympathetic to a recovering anorexic, I do object strongly to her standing on a ‘holier than thou’ soapbox and insulting the rest of us for our weight issues. Sigh. Being too skinny is definitely no better health-wise, aesthetically or in any other way, than being too fat.

By: Katherine O'Hara

Katherine O'Hara — Sun, 18 Sep 2011 11:36:24 +0000

Well written. Great summary of the no-no examples. Great post. I have a personal Huggies SM fail I can share if you’re ever interested.

By: Mitch

Mitch — Tue, 16 Nov 2010 19:50:39 +0000

Nicely written. I live in the area where the Price Chopper thing took place, and man, that was a firestorm. I totally missed this second one, so that was a nice catch. Customer service is failing across the board, and it’s a major shame. I think we’ve proven we’re a forgiving lot if someone gives us a chance to be.

By: Rufus Dogg

Rufus Dogg — Tue, 16 Nov 2010 15:38:15 +0000

This just in from Cooks Source:
“Judith Griggs, the editor and publisher of Cooks Source magazine, now says she might shutter the 13-year-old publication in wake of the commotion that erupted after it came to light that the magazine had lifted a blogger’s article.”

http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=139575

Maybe their problems ran deeper than their ability to manage their social media presence, but not knowing how probably accelerated this.

By: Gabriele Maidecchi

Gabriele Maidecchi — Mon, 15 Nov 2010 21:21:50 +0000

Sometimes they don’t know what to apologize for ’cause they don’t even realize they committed something stupid in first place. That’s the main problem.
Ultimately, it comes down to the fact some brands just believe to be still living in the old corporate world of “fuckups without consequences”.

By: Marla Levie

Marla Levie — Mon, 15 Nov 2010 19:51:15 +0000

If you watch “Dancing With The Stars” the perfect example of a non-apology came from Max, once of the professional dancers who lost his temper with one of the judges, aplogized and then continued to be defensive. And, the show is supposed to be light and fun. Now we have to watch conflict instead of relaxing after a hard day on our computers!
(Kind of off-topic, but it’s been on my mind!)

By: Cindy Lavoie

Cindy Lavoie — Mon, 15 Nov 2010 19:44:31 +0000

Yes, I’m continually amazed at how difficult it seems to be for both companies and (especially!) politicians to admit they’ve made a mistake. Seems the first instinct is always to deny wrongdoing, defensively justify it, or offer excuses like “didn’t mean to offend anyone”. It’s so much simpler — and more likely to earn respect — to admit you’ve made a mistake and offer a genuine, heartfelt apology. I’m baffled that people just don’t get that.

By: Marla Levie

Marla Levie — Mon, 15 Nov 2010 19:19:25 +0000

Great post! CNNmoney.com had a great article on this earlier this year:
http://money.cnn.com/2010/03/04/news/companies/companies_apologies.fortune/index.htm

By: Rob Jones

Rob Jones — Mon, 15 Nov 2010 18:39:43 +0000

I’d like to mirror the sentiments that others have mentioned here about knowing what you’re apologizing for. Also, “I’m sorry” shouldn’t be considered to be a get out of jail free card, a one-off statement with no real action to back it up. Apologies shouldn’t be done simply as a means of placating an offended audience, but rather should show that you’ve actually learned something, too. A blog post outlining that you’re sorry should be fleshed out with a why you’re sorry, demonstrating a full understanding of the issues brought to light by the offence. Maybe even a donation to a related charity might be in order, too.

Everyone makes mistakes, but not everyone knows them when they make them, and not everyone puts their money where their apologizing mouth is, either. Brands who can prove that they get it, and are willing to spend time on addressing gaffs online are the ones who will have the most success at saving and continuing to build their brands online.

Thanks for the post, Lisa!

By: Maranda Gibson

Maranda Gibson — Mon, 15 Nov 2010 17:40:03 +0000

Even though a lot of genuine meaning is gone with the words “I’m Sorry” they are still words that indicate a coming “greater” apology. Alone, the words mean nothing, but they signal that an explanation is coming. Saying those words immediately can soften a person up to hear what you have to say. You’re absolutely right though — not knowing what you’re apologizing about for is as bad as not apologizing at all.