Apologizing doesn’t have to be difficult, and can come from a place of strength. Learn the art of apologizing effectively and you may find a significant reduction in the negative effects of highly charged situations.
On April 27-28 2011 hundreds of tornados spread destruction across the Southern, Midwestern and Northeastern United-States. The state of Alabama was especially hit hard on the day of the outbreak. April 27 2011 would turn out to be one of the worse tornado days in United States history with a record 205 tornadoes touching down that day.
I’m a big fan of Backcountry, I love to browse their site for skiing gear. Friends often tease me that I should be awarded stock options in return for my enthusiastic endorsement of the company. Not a ski trip goes by when I don’t bring them up in conversation.
Founded in 1996, Backcountry is an online outdoor retailer that specializes in high-end outdoor recreation gear. Backcountry.com was named the 2009 Backpacker Magazine/SNEWS Online Retailer of the Year and consistently makes the ranks of Internet Retailer Magazine’s Best of the Web Top 50 Retail Sites many times.
I plan my shopping and purchases based on the site deals. More often than not, I am made aware of the deals by way of the regular emails I get from the company. You can imagine my disbelief when the following appear in my inbox on April 27 2011:
A Tasteful Apology Arrives the Next Day
The apology by CEO Jay Layfield is timely, sincere and to the point. The communication leads with the apology and also includes an explanation about the realities of email marketing. Backcountry is up-front about the mistake. They are able to resolve this unfortunate issue and move forward while being sensitive to those affected by the devastating tornados.
Apologies take the energy out of conflicts
Apologies separate time into past and future, problem and resolution
Apologies allow for recognition and shared accountability
Examples of Timely Updates
Amazon cloud outage takes down Netflix, Instagram, Pinterest, & more
On July 29 2012, an outage of Amazon’s Elastic Compute Cloud in North Virginia took down Netflix, Pinterest, Instagram, and other services. Amazon Inc.’s web services division provides web services and data storage facilities. Netflix, Instagram and Pinterest used Twitter and Facebook to update subscribers after violent storms across the eastern U.S. caused server outages for hours.
Many Instagram’s users were searching for answers. “Instagram” was the top search term on Google on June 30th, according to Google Trends.
The art of communication is the language of leadership. James Humes
Apologizing Opens up the Doors to Communication
Apologizing doesn’t have to be difficult, and can come from a place of strength. Learn the art of apologizing effectively and you may find a significant reduction in the negative effects of highly charged situations. Apologizing opens up the doors to communication, which allows you to reconnect and move on more easily.
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