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According to the Wall Street Journal, Graza, a startup that sells squeezable bottles of olive oil, recently had a packaging and delivery problem that negatively impacted thousands of customers.
The CEO, Andrew Benin, did not hire a consultant, instead he drafted a raw apology email to 35,000 customers. The key to his apology was that he personally and sincerely apologized, he shared what went wrong, and how they would compensate customers.
His customers loved it!
Numbers 5:6 says, “Any man or woman who wrongs another in any way and so is unfaithful to the Lord is guilty and must confess the sin they have committed. They must make full restitution for the wrong they have done.”
A raw apology, and a plan to repair a bad situation, can breed customer loyalty.
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