#SocialSpin: Can you admit to being wrong?

by Lily Bradic

This week in #SocialSpin, we’ll be discussing apologies  —  or how to say you’re sorry without making yourself look stupid, making excuses, or making everything ten times worse.

It’s not easy admitting you’re wrong, especially when you don’t think you are. But, when you’ve offended customers, potential customers, or even strangers who’ll never be your customers — it's always best to apologize. Publicly. 

Be sincere

An insincere apology is worse than no apology. That said, a sincere apology can go badly wrong, too. Here are some tips:

• Get somebody to proofread your apology. If you're used to your own cynicism and sarcasm, you might not be able to detect it. Find someone who'll be honest with you, and tell you if you're being rude or passive-aggressive.
• Make it clear that your intentions were not to cause offence. 
• "Lapse in judgement" is explanation enough. Any more, and you'll be digging yourself a hole.
• Explain what measures you'll be taking to prevent this from happening again. 
• If you've offended a group of people, consider making a donation to a related charity. 
• Angry? Don't think it's fair? Get someone else to write the apology, or at least wait until you've calmed down.
• Don't get defensive  —  OR offensive. Remember Amy's Baking Company?
• For production problems, delayed shipping, or any situation where you've inconvenienced rather than offended: offer a discount, free extras, or any other gesture of good will.
• Apologize once. Then stop talking about it.

Never make excuses

Elaborate lies don't work, and a bad excuse gives the Internet a reason to keep discussing the thing you want to forget. The first of these stories wouldn't even BE a story without the excuse:

It was so hot I was painting in the nude and I slipped on the floor, causing my private parts to fall inside the pipe. (via NY Daily News)

The RT was, in my view, gratuitously offensive. It was unintentionally RTd due to my twitter app being open and my phone being in my pocket. (via MailOnline)

And the second guy, a politician, should have just admitted he made a bad call. By making excuses, you're not taking responsibility for your actions  —  and that means people can't trust you. As a business or public figure, this is something you should absolutely avoid. 

Have any tips for saying sorry? How about any bad excuses you've seen online? Let us know in the comments!

Image by Kristina Alexanderson