My Thoughts On Seth Godin’s “I’m Sorry Takes Guts”

I greatly appreciate the mind of Seth Godin. Here’s what I read from him today:

“I’m sorry” takes guts

I recently saw two men arguing about who got to use the urinal next.

As a result, neither got what he wanted, and neither could honestly say that his day got better.

The need to win every interaction, the inability to apologize, the short-term over the long-term–this isn’t a sign of strength, it’s a symptom of immaturity and weakness that almost always leads to suboptimal results.

If apologizing engages the network and makes it more likely that we can stay in sync, it pays for itself many times over.

For years, so much of what passes for debate in our culture isn’t, well, debate. So often it’s simply shouting past each other. How many social media posts are titled “My political person just pwned yours”. We don’t value thoughtful discourse, the exchange of ideas, and the basic notion of respect. Right now, we’re about “winning”. And even the illusion of winning gives us a sense of satisfaction. This will not move us forward.

We will never work together, fully, as a society with this model. As long as we value this our divisions will remain. And whatever potential we have will remain unfulfilled.

 

Waffle House and Well Managed PR

Here’s a great piece over at Inc.:

“Waffle House’s Response to the Drunk Customer Who Cooked His Own Meal Was a Brilliant Lesson in Humility”

The cliff notes version:

  • Guy heads to Waffle House late at night after an evening of drinking
  • Waffle House staff has fallen asleep
  • Guy who’s lacking in sobriety heads to the kitchen and cooks up his own meal

From my time in Corporate PR, I’m well aware of the reflective desire for retaliation. Mr. Warner, the PR Director at Waffle House, however, opted for a bright and pithy response.

“We’re glad Alex was able to enjoy his Texas Bacon Cheesesteak. We’ve apologized to Alex and have invited him back to eat with us. We also promised him we’d do the cooking the next time.”

For me, this was perfect. Humble, accepting of the company’s failure in this, and working to engage a committed customer. I expect they brought in many to the fold.

And, most important, they got right back to business.

Nicely played Waffle House. Nicely played indeed.