Crises happen! Products are recalled, natural disasters strike and scandals pop up more frequently than we would like, but they happen. Other than being prepared for the unexpected, how quickly and meaningfully a company, public official or even a spouse responds will determine how quickly trust is restored and people can move forward from blame to fixing the problem.
Saying I’m sorry or I was wrong is never an easy thing to do. But in preserving your reputation it can mean everything. Did we ever forgive Enron, Global Crossing, Worldcom or Madoff? ... We didn't, because the messages we heard were of blame and excuses driven by greed and arrogance. We know that no one is perfect. In fact, it is even okay to screw up every now and then. If you do, just admit that you did and are working to restore our trust and making positive changes as a result of this experience.
