Welcome to episode #006 of The Crisis Intelligence Podcast, with Melissa Agnes and Patrice Cloutier
A true apology is a very powerful thing. Especially in a crisis. It can literally mean the difference between surviving the crisis with your reputation and bottom line intact, and millions of dollars in loss of annual revenue (or your equivalent). Paula Deen and MMA are two excellent examples of the risks of not properly apologizing.
So what makes a good apology and how can your spokespersons be prepared in advance? What about the push-back you may get from your legal council and how can you help them see the powerful benefits of a sincere apology?
In this episode, Patrice Cloutier and I discuss the art of the apology. Furthermore, we examine:
- What it means to apologize in a crisis.
- How to get executives to understand the value of a real apology in a crisis.
- How to choose your crisis spokesperson.
- Examples of organizations that have done this right and succeeded, as well as others who have done it wrong and failed miserably.
It’s a worthwhile listen. We hope you enjoy it!
Running time: 47:03
Learn more about Agnes + Day, The Crisis Intelligence Firm.
Thanks to Patrice for the great discussion!