Nick Wright on the need for greater awareness of the Apology Clause
Saying sorry can be a good business decision
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
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.