Apologizing As a Good Business Strategy

Posted on July 28, 2007 by admin

The Chief Happiness Officer has a wonderful article on the power of apology: A tale of two airlines – Or why every company needs a Chief Apology Officer

Wouldn’t a Chief Apology Officer be a great position at the UUA? Not a fun job, of course, but what a ministry. I suspect they’d easily recoup their salary in grateful donations from those who feel heard, rather than disenfranchised. And if Southwest Airlines can do it, surely we can too?

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2 Responses to Apologizing As a Good Business Strategy

  1. Robin Edgar says:
    July 28, 2007 at 3:46 am

    Here is an example of how UUA officials say sorry to people who complain about clergy misconduct. I am quite certain that it is the only time that a UUA official has ever used the word “sorry” in their correspondence with me. . .

    Dear Mr. Edgar,

    I am sorry that you were unhappy with my reply to your concerns.
    Nonetheless, that is my reply and I have nothing more to say. I do not intend to engage further with you on either of the issues you have brought to my attention for the reasons previously stated.

    Sincerely,

    Beth Miller

  2. uugrrl says:
    July 28, 2007 at 12:39 pm

    I expect you appreciated it that she at least replied. And she politely set boundaries, which in my opinion is good. On a scale of 1 to 5, with 1 being the least helpful answer you’ve received from the UUA and 5 being the most, where would you rate this?