It seems that, almost every day, some politician, talk-show host, high-visibility CEO, athlete, or celebrity says something or is caught doing something that is embarrassing, damages their reputation, or can even end a career. I could easily name the names here of people who have found themselves in these difficult circumstances in the past few months but I'd quickly run out of my allotted space for this column and it wouldn't serve any positive purpose. In most cases the problem gets worse, usually much worse, when the person attempts to deny the allegations. When that happens, and the cover-up is discovered, it really hits the proverbial fan. Self-preservation is human nature and, for many people, a natural “damage control” defense is to deny, offer a smoke-screen, point a finger elsewhere, or otherwise try to squirm out of a difficult situation, but inevitably that evading activity seems to explode the issue into much larger and more dangerous proportions.
Things rarely explode when the person takes a more courageous stance. Instead of a cover-up they offer the acceptance of responsibility, issue a sincere apology, and work to make amends. While this does not defuse all situations, it usually lessens negative outcomes if the damaged party is satisfied enough not to pursue it to the ends of the earth.
There is a lesson here for the local, small business having to deal with a disgruntled customer or employee who, typically, feels the need to vent anger. Realizing that the deed was done and that good “damage control” can minimize negative impact, defuse an irate person and get things back to normal without the situation exploding into a media event.
I recently ordered a customized product but when it came I found it was the wrong color. I called, prepared for an unpleasant experience yet I was shocked when the person pleasantly said, “Thanks for bringing this to my attention.” I almost dropped the phone!
They immediately remade the item, delivering it in two days. They didn't deny, cover up, point fingers, or squirm. They handled the situation in the best possible manner and it didn't explode. I'll be back.
Things rarely explode when the person takes a more courageous stance. Instead of a cover-up they offer the acceptance of responsibility, issue a sincere apology, and work to make amends. While this does not defuse all situations, it usually lessens negative outcomes if the damaged party is satisfied enough not to pursue it to the ends of the earth.
There is a lesson here for the local, small business having to deal with a disgruntled customer or employee who, typically, feels the need to vent anger. Realizing that the deed was done and that good “damage control” can minimize negative impact, defuse an irate person and get things back to normal without the situation exploding into a media event.
I recently ordered a customized product but when it came I found it was the wrong color. I called, prepared for an unpleasant experience yet I was shocked when the person pleasantly said, “Thanks for bringing this to my attention.” I almost dropped the phone!
They immediately remade the item, delivering it in two days. They didn't deny, cover up, point fingers, or squirm. They handled the situation in the best possible manner and it didn't explode. I'll be back.
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