June 9, 2015

When Mistakes Happen – Make it Right and Repair the Emotional Connection

Learn the story of how you say, “Sorry.” Beloved companies don’t consider the job done until the emotional connection with customers is restored. They make it right. They turn “recovery” into an opportunity that says to customers, “Who else would respond this way?”


March 4, 2014

Repair the Emotional Connection When Things Go Wrong

Learn the story of how you say, “Sorry.” Beloved companies don’t consider the job done until the emotional connection with customers is restored. They turn “recovery” into an opportunity that says to customers, “Who else would respond this way?”


January 30, 2014

Your Values are on Stage When You Make a Mistake

Apologizing well for operational gaffes, service blunders, and missteps drives company prosperity because, when done well, these apologies strengthen the bond between customer and company. They define the people inside the company, their values and who they are.


May 30, 2013

The Apology Peace Process in Health Care

The apology peace process is beginning to be delivered in groundbreaking ways in the health care industry. After years of asking doctors, nurses, and other healthcare professionals to avoid apologizing to patients for fear of malpractice suits, this industry is learning to suspend its fear and cynicism. Withholding an explanation and apology to patients and/or families is being replaced with empathetic and open communication.


May 28, 2013

How Do You Say Sorry?

The best apologies remain between customers and the companies they love. Great apologies are delivered with humility. Creating fanfare around them is not in the spirit of a beloved company. And in fact, the profiled apologies and decisions in Decide to Say Sorry weren’t trumped up and announced to the world by those who made them. The stories were told initially by the recipients of these apologies—customers who were grateful, moved, and amazed by the gesture.


February 26, 2013

The Apology Peace Process – Five Actions When Things Go Wrong

Apologizing well for operational gaffes, service blunders, and widespread tragedies or missteps drives company prosperity because, when done well, these apologies strengthen the bond between customer and company.

In a thoughtful and well-executed apology, the focus is on restoring and preserving the relationship. This type of apology signals to customers that they are important and that someone is looking after them.