If you’re like me and scour the various tech blogs and social media channels, you're probably familiar with [or at least aware of] the Ocean Marketing fiasco. If not, you can catch the story's summary from Zdnet here.After discussing the debacle with my colleague, Jason Bennett, he mentioned a takeaway that continues to stick with me: “It’s amazing how much of this could have been diffused with a simple, early apology”.Thankfully, most [hopefully, all] of us are not like Mr. Cristoforo; we don't engage clients in angry, condescending email threads. However, we've all encountered periods of stress where things can become a bit tense. The perspective that Jason gave me was simple; Apologize early, diffuse the situation.A recent study reported by The Alpha Galileo Foundation showed that following a mishap, customers who were sent an apology were more likely to respond positively than customers who were simply offered some sort of compensation. The Nottingham School of Economics, who conducted the research, found that customers of a large Ebay seller were more likely to remove their negative feedback when sent a simple apology, acknowledging the seller's error and regret. This was in comparison to a set of customers who were sent an offer to remove their negative feedback in exchange for a small amount of money.The results are surprisingly definitive. Only 23% of folks removed their negative reviews in exchange for money, while 45% responded to a clear apology by removing their negative reviews.Sure, a solution is of utmost importance and will need to exist, but, a simple, clear, sincere, and early apology should not be understated. When something goes wrong, remember to acknowledge your fault. You may find it to have a surprisingly positive impact.
Tags: Customer Service, beliefs, core values, Relationship Marketing
Client Relationship Management | General | Marketing
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