Making,Amends,There,has,been,g business, insurance Making Amends
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There has been a great deal of media coverage recently about publicapologies and mea culpas offered for the harm caused by organizationsor individuals. There are many benefits to humbly admitting wrong andmoving on.However, an apology is only half of the formula necessary toput negative publicity and reputation damage behind you -- and it'susually the least-important half. The other critical element is makingamends.Dictionaries define "amends" as "recompense for grievance orinjury (American Heritage) or "to put right (Merriam-Webster)" or --and this is my favorite, because it is plain English and speaks to theheart of the amends concept -- "to do something good to show that youare sorry about something you have done (Cambridge Advanced Learner'sDictionary)."Hence, if what you have done -- intentionally or inadvertently-- has caused measurable damage, amends would be to repair, or offersome means of repairing, that damage, to include emotional orpsychological damage, not just material and financial.Here's a simple example:At many restaurants, if you are served a well-done steak whenyou have ordered one medium-rare, you will get an apology from theserver and they'll cook you another steak. But how have you as acustomer been harmed, in addition to not being able to eat yet? You mayhave suffered some degree of emotional stress over the delay, over notbeing able to eat at the same time as others at your table, and perhapsover being held up in your plans for after the meal. None of these areaddressed by a typical restaurant's "I'm sorry" and simple foodreplacement.At Claim Jumper, our favorite family restaurant, theyconsistently have a superb response to such mistakes, which inevitablyhappen from time to time at ANY eating establishment. Immediately, theserver apologizes, and then within a few minutes the manager appears,apologizes again for the mistake and inconvenience, assures us that thefood replacement will be coming very soon, and tells us that they'llremove the item from our bill, even if it's the full price of a supper.Both servers and managers crouch down to table level so that they canlook you in the eye when talking -- a nice personal touch whichcommunicates humility and sincerity. After the food arrives, themanager and/or server will wait by at the table until we're sure thereplacement is satisfactory. This is doing "something good to show thatyou are sorry about something you have done," this is effectivelymaking amends.When extending that concept out to high-profile mistakes, onehas to ask why more wasn't done by Martha Stewart to make amends notonly to "the system" by serving time, but also to all of her localstakeholders who felt in some way betrayed or let down.An experiential observation: individuals with high credibilityneed amends less in order to survive crises. It would take a great dealfor any of us to trust OJ Simpson again. But Martha had a very highC-Factor going into her troubled times and, hence, seems to have comethrough it stronger than ever with "only" an apology and by makingfinancial amends as required by the law.We need only to look to wrongdoing in personal relationshipsto realize that the tenth "I'm sorry" from a family member or friendwho has wronged us in the same way over and over just doesn't cut it.Until and unless that person is willing to make amends, we're not goingto believe an apology. Article Tags: Making Amends, Have Done
Making,Amends,There,has,been,g