Why do you need to apologize at all?
Posted: Mon Jan 27, 2025 4:37 am
If you do not admit the company's mistake or the fact of inconvenience/problems caused to the client, and do not work to eliminate the causes of the conflict, you can run into even more negativity.
The client may find it insufficient to simply contact the brand/company representatives; he may go further: write a complaint to the regulatory authorities, make the negativity publicly available (on social networks, on popular Internet sites), etc.
As a result, due to one, even a small problem, a company can suffer large losses: for reputation and for sales.
Admitting guilt is a normal and quite adequate solution to the problem. Or at least it is the beginning of the path to solving the problem.
Plus, when other users see that the company does not malta phone number data leave its customers alone with problems and promptly solves them, they initially treat it more loyally. Accordingly, the negative is partially transformed into positive, and you additionally increase your loyal audience.
Who should apologize?
The following person should be responsible for working with negativity:
or a specific specialist with the appropriate authority, then the letter will be sent on his behalf;
or a PR department/service (as an analogue - a marketing department or a public relations service), then the letter is written on behalf of the head of such department;
or the head of the company (by analogy - the letter is written on behalf of the head).
Since dealing with negativity is related to market positioning (PR and marketing), outsiders and employees not authorized to do such actions should not be allowed to apologize. This can only make things worse.
Even if the text of the letter is written by an outsider (for example, a copywriter , either full-time or hired), a neural network , etc., the final version must be approved and sent for processing by the responsible person.
The client may find it insufficient to simply contact the brand/company representatives; he may go further: write a complaint to the regulatory authorities, make the negativity publicly available (on social networks, on popular Internet sites), etc.
As a result, due to one, even a small problem, a company can suffer large losses: for reputation and for sales.
Admitting guilt is a normal and quite adequate solution to the problem. Or at least it is the beginning of the path to solving the problem.
Plus, when other users see that the company does not malta phone number data leave its customers alone with problems and promptly solves them, they initially treat it more loyally. Accordingly, the negative is partially transformed into positive, and you additionally increase your loyal audience.
Who should apologize?
The following person should be responsible for working with negativity:
or a specific specialist with the appropriate authority, then the letter will be sent on his behalf;
or a PR department/service (as an analogue - a marketing department or a public relations service), then the letter is written on behalf of the head of such department;
or the head of the company (by analogy - the letter is written on behalf of the head).
Since dealing with negativity is related to market positioning (PR and marketing), outsiders and employees not authorized to do such actions should not be allowed to apologize. This can only make things worse.
Even if the text of the letter is written by an outsider (for example, a copywriter , either full-time or hired), a neural network , etc., the final version must be approved and sent for processing by the responsible person.