3 keys to a successful consumer apology

Docstocmedia/Shutterstock
Docstocmedia/Shutterstock
It’s almost impossible to turn on the TV news or click on your favorite news site without seeing another company apologizing to its customers. There’s Target, saying it’s sorry for the latest data breach. There’s OfficeMax, regretting a flier it sent.

But what about the other way? Do you ever see customers apologizing to a company?

Well, we should, and when it happens, it ought to make the news. In my line of work, I see a lot of consumers behaving badly or publicly accusing a business of something it didn’t do.

I’m no corporate apologist, but it seems to me that in the interest of fairness, those companies — if not their employees — deserve the same courtesy that we ask of them.
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