How Would You Like Me to Apologize?
Credit

The Susan G. Komen Race for the Cure continues to look for ways to steady its reputation.  They recently began polling individuals on the best course of action the organization could take to make an apology.  One thing we know about authenticity is that is must match what one believes.  If one’s actions are inconsistent from their stated purpose then they lack trust, loyalty, and authenticity.  If we are saying, ‘I am sorry,’ because somebody else believes we should then the outcome will most likely worsen the problem instead of mend the damage.  In many ways the original decision to defund Planned Parenthood exposed confusion at the Susan G. Komen Race for the Cure.  There was an immediate opportunity to reconfirm the cause’s purpose with everyone who was closely connected and then work outwards with core advocates to apologize.  Instead, the foundation seems to be trying a couple different plays from random pages in the crisis management playbook.


What would you recommend as the next step?


No Soup for You!

Photo Credit

Dear Will,

Thank you for contacting Starbucks Coffee Company.

Many factors go into the ability to use your gold card in certain countries.  I am unable to give you an exact reason.  I can tell you that, the card can be used in the United Kingdom but even there you will not get the gold card benefits.  I am sorry for any inconvenience.

If you have any further questions or concerns that I was unable to address, please feel free to let me know.

Warm Regards,

This is a response to an inquiry I made of Starbucks regarding using one of their loyalty cards in international locations.  The line that strikes me most is, ‘unable to give you an exact reason.’  I do not know if the reason is so complex that Starbucks cannot articulate it or if the decision is believed to be beyond my intelligence.  I imagine that once your company starts generating algorithms for loyalty cards the purpose of the card is getting lost.

Something Else

I had a great blog post to write about fifteen minutes ago but the phone rang and I lost my thought. The day before I had a paradigm shift about how to present to a client while I was running.  Thirty minutes later when I arrived home I could only recalled a few of the details.  During a recent client’s retreat there was a must address topic that was raised.  First, the group wanted to break for lunch and when we reconvened the participants were eager to move on to the next agenda item.

I am not sure the world would have changed had any of these epiphanies seen the full light of day but I am certain the impact would have been different than my distracted reality.  Sometimes serendipity takes us on an unbelievable journey.  However, we cannot wander side streets all day without taking a moment to put our journey into context and understand what this something else has become.

  

Iceberg Ahead!

Image Credit

‘A boss who micromanages is like a coach who wants to get in the game. Leaders guide & support…then sit back & cheer from the sidelines.’              ~ Simon Sinek

So many of consultants stay employed because the balance between guiding and supporting and micromanaging takes some trial and error to find.  Those who turn off peripheral awareness often do not see the danger until the iceberg is scraping at the ship’s hull.