How to Make Excuses Gracefully on
Your Company or Corporate Blog
If you own a business and you use the Internet to help you communicate with your
customers, vendors and employees then you know often you can prevent problems
from getting out of control when your company fails to perform by making excuses
on your blog. There are graceful ways to make excuses on a blog and explain the
problem in greater detail without inciting additional complaints.
Unfortunately, what some people do not realize is that it doesn't make sense to
use your blog to make excuses all the time and sometimes it is better not to say
anything bad to advertise you have made a mistake and then make an excuse for
that mistake. This is because many people do not understand or even know about
the mistake unless you tell them. Whereas, they might accept your excuse on the
blog and thank you for your transparency and ability to alert your users and
customers; you have also raised questions in your customers minds that perhaps
you cannot perform.
It does not make sense for a company to advertise this poor performance as they
are creating negative PR that is unnecessary. Yes, all news is good news, but as
long as you have a blog you should use it for positive things. That is to say
positive public relations and publicity. If you only use your blog to make
excuses, then eventually your customers will see your brand name as a business,
which simply cannot perform. From a customer goodwill standpoint that is a
public relations disaster.
Most companies work very hard to maintain a strong image and reliability record
with their customers and it makes no sense to go and destroy that on a blog by
telling everyone why once again you cannot perform. This is not to say that if
something is getting out of control you should not head it off at the pass or
that blog communication is not a good medium to use for this. It may very well
be a good crisis management public relations tool, but save it for a big storm
not just a rainy day.
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