Mike Paul – the Reputation Doctor has a nice analysis of apology and saying sorry – and how it relates to reputation management.
According to Conde Naste Portfolio and Harvard Business Review, most of us were taught that offering an apology, any apology, when we make a mistake will take care of most offenses. But offering the right apology, particularly in the corporate world, is not as simple as saying, “I’m sorry.”
Done right, an apology can enhance both reputations and relationships. Done wrong, an apology can compound the original mistake, sometimes to disastrous consequences.
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