This article first appeared in The Brief, the specialist law pages of The Times. It argues that while it is often easy to see why lawyers’ first instinct is to be extremely cautious, there are times when embracing the apology clause would serve their clients better. * * * A poorly handled first response makes a … Continue reading Saying sorry can be a good business decision
‘Sorry’ needn’t be the hardest word for public sector organisations
Why it is so important for the rest of the public sector to follow the NHS belief that saying sorry is the right thing to do.
Please support the Apology Clause campaign
Why the Apology Clause is so important for communications and reputation advisers
Sorry needn’t be the hardest word to say
Apology Clause legislation would be good for business, good for the people and it would cost taxpayers nothing
Apology Clause campaign launches on BBC “Law in Action” show
launch of the #ApologyClause campaign on BBC radio's "Law in Action" show
Sorry needn’t be the hardest word
Campaign launched so organisations can behave with compassion and apologise when they should
Correspondence with Government
Correspondence with the UK Government in which it says clarifying the Apology Clause is not a priority
Letter to the Association of British Insurers
Letter asking the Association of British Insurers to support the Apology Clause
Beating its customer may not affect United’s reputation
When United Airlines triggered a media storm by beating one of its passengers it took three goes to get its apology right.
Thomas Cook mea culpa is a start…
All credit to Thomas Cook for commissioning an independent report...