Our Blog: where do you stand?
Next Entry | Previous Entry | All Blog Entries | Subscribe to Feed
"I'm Sorry"
By: Susan Iskiwitch | 07/30/2008
An apologetic J. Crew e-mail to customers and newsletter subscribers hit inboxes this morning. The company has been having some internal issues that resulted in the mistreatment of online and catalog shoppers over the past few weeks. Sometimes it's best for a company to own up to its own shortcomings. Rather than exacerbating a negative reputation, by acknowledging fault and sincerely expressing regret, a company can manage their reputation in hopes of earning back a client's trust. J. Crew's simple (yet sincere) note is moving them back in the right direction after some sort of breakdown.
Posted in Reputation Management, Reputation Management
comments
Kelly says:
Thu, July 31, 2008 at 9:51:pm
I received the same e-blast and agree that it was the right way to ‘fess up to the mistake and move on.
However, I have to share that I thought it was rather ironic that I received this apologetic e-blast no less than five times that day (to my work e-mail, which made it even more annoying). So it looks like they still have a few kinks to work out!
Julie says:
Tue, August 05, 2008 at 4:26:pm
I wish more corporations owned up to their mistakes. An American Airlines agent, erroneously sabotaged my honeymoon trip, when she refused to allow me to board my flight without a passport to the caribbean even though both national consulates were permitting me to do so with alternative documentation (amidst the infamous passport processing delays last summer). They never admitted fault nor offered resolution.
Jeannette says:
Wed, July 30, 2008 at 11:27:am
That’s awesome! I love when a company owns up to mistakes.
——-