Loading…
12
My old boss at the mall kiosk in Reno said never apologize in a public post, and I watched that advice torch a candle company in 3 days
He ran a cell phone case kiosk for 11 months and told me customers forget fast, but when a small candle shop in Sparks replied to a shipping complaint with "we don't owe you anything," the post hit 40k shares in 72 hours and their account went private, so has anyone here actually seen silence beat a fast apology?
1 comments
Log in to join the discussion
Log In1 Comment
the_laura27d ago
Why do people act like silence is some magic trick that always works? I've seen this same pattern at coffee shops, hair salons, even a taco truck near my place, where the owner got into it with a bad review and just never said anything. Sometimes it blows over in a week because people truly do move on fast. But other times the internet smells blood and the silence reads as guilt, and that's when it gets ugly. The candle place messed up by being rude, not by replying fast, and those are two totally different things. A quick sorry with no excuses usually kills the fire, while a smug answer to a real complaint pours gas on it. So the boss was half right, customers forget fast, but they forget a sorry way faster than they forget being told off.
3