Great Apologies Product Managers Can Learn From (Plus, One Of My Own)

Last time we looked at three truly terrible ways businesses have apologized to customers.

Today, we’ll discuss the elements of truly great apologies–with examples. And see what we can learn from the experience I had recently apologizing to thousands of confused, angry, and irritated customers…

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Terrible Corporate Apologies Product Managers Can Learn From

“I’m sorry.” Two tiny words. Two tiny words that said the right way can help repair broken trust, and said incorrectly can burn bridges forever.


Brought to you by the marketing department at Pepsi

Business school didn’t teach me the art and science of how to apologize appropriately and effectively. (That’s something life and server outages have drilled into me.) Judging from some of the corporate apologies we’ve seen recently, we all have a lot still to learn.

Today, we’ll look at three examples of truly terrible ways to apologize. Next time, we’ll discuss the elements of a truly great apology–and see if the major outage we had this week on the product I lead yields any lessons that could benefit product managers who finds themselves in a similar situation.

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The Biggest Professional Mistake I Ever Made As A Product Manager, Part 2

Yesterday, we started talking about the biggest mistake I’d ever made as a Product Manager. Today–the thrilling conclusion!

To recap: In a desperate bid to escape total annihilation, I activated the Space-Time Energy Projection crystal — which ripped a hole in the fabric of time, sending my team and I back to prehistoric Earth.

Unfortunately, I didn’t notice the Rulon flagship latch onto us with a tractor beam, allowing those evil bastards to follow us back to the past, where they immediately enslaved the dinosaurs in an attempt to… to… oh. Wait. That’s Dino-Riders.

Here’s what really happened.

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The Biggest Professional Mistake I Ever Made As A Product Manager, Part 1

Everyone makes mistakes.

Everyone does or says the wrong thing from time to time.

It’s true for Cap, and it’s true for me. Gather ’round, everyone–while I share with you The Biggest Professional Mistake I Ever Made, and what you can learn from it.

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