Common sense dictates that any apology is better than non at all. Research suggests otherwise.
Matteson, Illinois (PRWEB) June 29, 2011
UnhappenIt announces its online tool can also be used to help business grow.
Apologizing for a customer/product service faux pas can make good business sense as long as the customer feels that the apology is sincere. Using UnhappenIt is a great way for the small business owner to improve customer retention and build revenue.
Can a half or half-hearted apology really be worse than no apology at all?
Apparently, common sense and intuition are not sufficient guideposts when crafting the perfect apology. Common sense dictates, for example, that any apology is better than none at all. Research suggests otherwise.
In her June, 2006 INC. Magazine article, Allison Stein Wellner reviews some of the more fascinating insights gained from research on business apologies; insights that challenge the commonly held myth that something is better than nothing. Wellner cites research by Jennifer K. Robbennolt (University Illinois) on the reactions of 145 professionals to situations involving some form of apology, typically in the context of considering a legal settlement after an accident.
According to Robbennolt’s research, apologies that follow most if not all of the ingredients outlined here were much more likely to lead to settlements (73 percent of the cases), but only 35 percent of respondents were willing to settle when only a partial apology was received. The most fascinating (and relevant) result from Robbenolt's study is that 52 percent of respondents were willing to settle without having received any apology—that is no apology at all.
The point here is that more of an apology is better than less, but not enough can sometimes be worse. Obviously delivering the perfectly balanced apology is NOT that straightforward. The key, as Wellner points out, is for the wronged person to believe that the apologizer “has truly considered what he or she has done…. Call it the suffering effect.”
Timing is also crucial—"waiting too long can backfire, but showing that you've had a chance to reflect on your errors and feel guilty about them will likely make your apology fall on more receptive ears."
Sincerity is another important ingredient—"If you really don't intend to change your behavior, you're better off skipping the apology. Save your credibility—and your apology—for a time when you really need it. And make sure you mean it."
UnhappenIt supports crafting an effective business apologies because its distinct advantages:
- Flexible – the author can draft their own original letter to suit the circumstances or use the prewritten starter sentences available in the software
- Unique – the author can select appropriate stationary on which to present the message
- Convenient – A gift shop is available for purchasing MP3s, flowers or other gifts appropriate in nature.
UnhappenIt is a product of Imaginext, LLC is an Illinois based multimedia company started in 2010 by Reginald Walker, and currently creates content that reaches millions of people via newspapers, restaurants, magazines, mobile apps and online content. You can view UnhappenIt at http://www.unhappenit.com and our Facebook page at http://www.facebook.com/UnhappenIt. You can also contact Reginald Walker at reggie(at)imaginext-ideas(dot)com or 312.841.7197.
# # #