I actually think face to face is better if at all possible. That way y ou can read the body language and see the eyes. So much of that is lost on the phone. Just my 2 cents.:)
Sarah
http://www.corporatedollar.com johnscotthaydon
@Sarah – I totally agree. But certainly a phone is better than email or Twitter or Facebook.
I’ve actually seen apologies as replies on Twitter or on a Facebook page. If the offense is grave then that type of apology is lame.
The thing with social media is that most of our connections are all over the world. Face to face is sometimes unrealistic. A phone call gives you the ability to at least read the other person’s voice AND communicate a sincere, heartfelt apology.
P.S. – Is there a contest for the fastest post ever written?
http://rjleaman.com rjleaman
Oh, no question, face-to-face and eye-to-eye is best. But phone comes in a close second. The fact is, for 99% of our screw-ups, that’s just not going to be physically possible (such is the global village)… but we need to get tone-of-voice in there, for the apology to be effectively delivered and (one hopes) accepted as genuine.
Ever notice how online business (or online relationships of other sorts) can only go so far by social media and email and whatnot? There comes a point when one says to another, “can I call you? can we talk?” — and that happens for a very good reason. The more important the message/relationship, the closer to face-to-face we need to get.
http://www.corporatedollar.com johnscotthaydon
@Rebecca – Exactly. The goal, ultimately, is to develop trust. If you need to send a carrier pigeon to that, then so be it!
You, Chris and I talked last month via phone. We’ve tweeted back and forth and have been involved in the AuthorityBlogger forum for a few months now. But after that call, I feel much more connected to you and committed to your goals. The Buddha said “The voice does the Buddha’s work.”
http://dailyblonde.blogspot.com The Daily Blonde
Thank you for the post…I’m big on face to face or at least “voice to voice”. I hate that I am in the world that I get bad news by text message or a lame apology via email. Cowards.
Great post! Simple but powerful. The meat of this post is in the comments. Great dialogue so far. My two cents… the only thing worse than an apology via Twitter or FB would be finding out you been fired via a Tweet.
I can’t beleive I am going to be the one to say this – but.. A picture is worth a thousand words..
You said it all very nicely in that post without saying anything at all. The power of imagery.
http://www.corporatedollar.com johnscotthaydon
@Bradley – That’s not right! Who was fired on Twitter? People are strange.
@Rebecca – Thanks. I found this picture and really had nothing to add. I figured people would get it right away.
Graham Murphy
In terms of complaints, is this the worlds best complaint letter? It’s certainly going around the web http://tinyurl.com/amk7tx.
but in terms of handling, telephone call on a one to one basis and now its getting really positive spin….
http://domaindjinn.com Chris Cardillo
I think it depends on the person. Telephone apology works for people that are a bit shy. Hand written letter works too. For outgoing types, face to face works best. It also depends on the offense.
http://www.ribeezie.com Ricardo Bueno
If it’s within distance, I say face-to-face. Otherwise, definitely phone. And the sooner the better!
Admit your mistake and apologize. Then tell share how you’re going to resolve the issue.
http://www.corporatedollar.com johnscotthaydon
@Chris – Exactly. It depends on the offense. The point is to make an effort to sincerely apology. If you’ve offended someone, sending them a facebook apology just doesn’t come across as sincere. It’s kinda like this cartoon.
