As we strive for perfection, mistakes are bound to occur. But, when these inevitable mishaps happen, accountability is of the utmost importance. How you react to a mistake is often more crucial than the mistake itself.
A positive reaction can mend the relationship with a client or coworker, help your team develop and speed up the process of rectifying or reducing the harm done. On the other hand, a negative response can harm the relationship and, in the worst scenario, lead to losing a client or even your boss's trust.
Why Public Apologies Matter
Thanks to social media and the Internet, a PR crisis can happen like an avalanche — unexpected and fast. This is why it is important for PRs to have a crisis management plan in place long before a crisis occurs.
In this plan, a "why," "when," and "how to apologise" strategy needs to be put in place. This way your team is always prepared for when a public apology is needed.
But why do public apologies matter? Well, we live in a time where audiences expect brands to be transparent and to take accountability — and if brands cannot, it can be detrimental to their brand image and long-term success.
PRs should also note that silence and defensiveness can be deadly to your brand. Turning off your comments or deleting negative comments during a crisis can worsen the situation.
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The Four Elements of a Meaningful Apology
Apologising for a mistake is never going to be easy; knowing when to apologise and how to make sure that is meaningful can be a challenge. This is why PRs should follow the four elements of a meaningful apology.
Sincerity
An apology without sincerity is useless. When you issue your apology, make sure you avoid corporate speak such as, "We are sorry if we offended anyone…" This immediately removes your part in the mistake and makes your apology insincere. Remember, say what you're sorry for, not who you're sorry to.
Speed
Thanks to social media, another component that PRs need to perfect is the timing and speed of an apology. If your team is still busy investigating, it will work in your favour to put out a holding statement, acknowledging the incident and that you are currently looking into it. Any delays may come across as denial or looking for a cover-up.
Acknowledgement
One of the most important parts of an apology is acknowledgement. Even if the issue at hand is an external one, taking responsibility for the problem shows that your brand has integrity. By acknowledging and taking responsibility, you can greatly improve your brand image — especially in a time of crisis.
Action
An apology without action is just useless words into the void. Yes, you are sorry, but what actions are you going to take as a brand to fix it and ensure that it never happens again? Action proves that you are not looking for a quick cover-up through an apology; it shows that you understand what the problem is and that you want to fix it.
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Common PR Apology Mistakes to Avoid
We often find PRs making a few mistakes when they are apologising, such as:
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The Non-Apology: These are the "We're sorry you feel that way".
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Shifting-Blame: This is when PRs blame staff, vendors or customers and do not take any responsibility themselves.
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Over-Explaining: This comes across as trying to justify what happened just to avoid accountability.
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Too Polished and Not Personal: When your apology is generic and full of legal terms, it comes across as impersonal and insincere.
A well-crafted apology goes beyond mere damage control; it's an opportunity to reinforce your brand's values. In a world where public opinion can shift in an instant, the ability to apologise effectively could determine whether your brand retains loyal customers or faces a boycott.
A genuine apology, given at the appropriate moment, is among the most impactful PR strategies you have.
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*Image courtesy of Canva