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My cousin's story about a local bakery's apology video changed how I see brand apologies
We were grabbing pizza last Friday and she told me about this bakery in her town that messed up a huge wedding cake order. Instead of just refunding, the owner made a video admitting they overbooked and showed the exact steps they're taking to fix their system. She said it felt real, not like a script. It made me wonder, what actually makes a brand apology feel genuine instead of just damage control? Has anyone seen a company actually get it right lately?
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emery191mo ago
Honestly, that's a miracle! Most "apologies" are just lawyers reading a sad teleprompter. Showing the actual fix is the only way to seem like a human and not a robot.
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pat_coleman1mo ago
Used to think all those apology videos were the same. Watched a local hardware store owner do one after a roof sealant failed on a bunch of sheds. He didn't just say sorry, he filmed his team adding a second check to their mixing process. Showed the new checklist on the wall. Felt like he was letting you see behind the curtain because he actually fixed something.
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