Navigating Corporate Crises: The Art of Apology and its Impact on Business Success with Sabrina Runbeck Ep 62

Explore how the art of apologizing can shape the fate of a business during a crisis. 

As an executive or founder in the healthcare space, it’s crucial to understand the significance of an apology, especially when things go wrong. An appropriate apology can mean the difference between escalating a crisis and mitigating damage, between losing trust and rebuilding relationships. 

We will explore 3 case studies:

• Case Study: United Airlines Incident


• The public fallout and the missed opportunity in expressing regret.

• Case Study: Deepwater Horizon Incident


• BP's handling of the oil spill and the crucial role of accepting responsibility.

• Case Study: Snapchat's Advert Misstep


• How Snapchat's apology lacked genuine repentance.

Key Takeaways:

• Understanding the 5 Apology Languages: Expressing Regret, Accept Responsibility, Make Restitution, Genuinely Repent, and Request Forgiveness.

• Their importance in maintaining a company's reputation and customer relationships.

Episode Timeline:

[00:03:38] - United Airlines case study

[00:07:08] - Expressing regret

[00:13:17] - CEO Tony Hayward's public statement

[00:15:10] - The deep water horizon oil spill

[00:20:25] - The impact of a poorly handled apology

[00:26:45] - Making restitution

[00:30:34] - Rebuilding trust and overcoming setbacks

Links and Mentions:

The 5 Apology Languages by Gary Chapman

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