Tag Archives: Apologies

Can Charlie Get Back His Sheen?

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Charlie is Still Driving His Messaging, But Now in a Good Way Credit: Ian White

Can you “win” too much?

In the case of Charlie Sheen, he’s gulping a tall glass of mea culpa and eating humble pie right now for he’s done just that – except his winning wasn’t that, it was the opposite…losing. And now after not being able to handle being fired from a $1.2 million dollar a week paycheck on CBS’ “Two and a Half Men,” he is trying to mop up after himself and doing a PR about-face.

Do you think Charlie will be able to rebound after his unstable recent past?

I know I don’t need to explain Charlie Sheen’s predicament and what led him to start his own crisis management. You all are too well aware of his podcasts, tweets, live shows and contentious battles with his former employers, Warner Bros. TV.

However, all of a sudden Sheen has apparently seen the light. I don’t know where and when the light bulb went off and he started realizing that he was a tornado that was destroying everything and everyone in his path. But, I’m glad he did and I’m happy that he’s trying to make amends wherever and whenever possible.

As a PR practitioner, Charlie Sheen has been an amazing case study to follow. From being a train wreck taking his own PR into his own hands last March, to now, publicly pleading for forgiveness, we all can learn from his mistakes. Sheen is on the Good Ship Lollipop PR train doing whatever he can to be self-deprecating about his past and trying to move forward so he can be perceived as a stable employee, father, son and well, human being. But is that enough?

From firing his longtime publicist early last year, he’s now employed one once again.  And although, he was allowed to be a presenter at the Emmys for ratings, you have admit that it was smart strategy to use that platform to publicly apologize and try to save your face. Can you think of another venue that would allow you to be in front of over 12 million viewers in one swoop?

PR WHIRLWIND

The PR profession is alive and well and in full operation with the triad surrounding Sheen. Not only is Sheen trying to stay in the message, publicists for “Two and a Half Men” are trying to keep their message in the trend whirlwind as well. For no matter how you slice it, when Sheen speaks, the media and public listen. When someone from “Two and A Half Men” speaks…they have to speak loader to get noticed if Sheen is not recognized. He is a news magnet.

With that, have you noticed Ashton Kutcher making the rounds to talk shows? Did you see Jon Cryer get a star on the Walk of Fame? CBS’ PR team is on high alert to succeed this year without Sheen.

Who will get the last laugh? Well, if you tuned into Comedy Central’s Roast of Charlie Sheen Monday night  (another perfectly timed appearance), Charlie would tell you he’s already won.

And who could argue that! He’s now allegedly getting a $25 million settlement and doesn’t have a financial worry in the world. However, with this new Charlie we are seeing, he has a conscious and an awareness that his behavior was in poor judgement. I just hope he starts the healing process toward finding that peace that passes all understanding.

Time does heal all wounds…and the viewing public will come around once he consistently proves that he on the stable train to wellness. That’s the best PR he can buy.

Don’t take my word for it. Here’s Charlie’s view from his recent roast.

Roast of Charlie Sheen Mon, Sept 19 10/9c
Charlie Sheen – Charlie on Mars
www.comedycentral.com
Comedy Central Funny TV Shows Roast of Charlie Sheen

 

 

Sorry Corporate Apologies

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Why Are These The Hardest Words to Write and Say? Flickr Credit: ezzan yusop

Why does sorry seem to be the hardest word for corporations to say in statements?

I have to say I got schooled by Jason Fried’s Inc. magazine article on “How to Turn a Diaster Into Gold.” Mr. Fried’s article is an excellent case study of what to do when your business under-performs and you have to fess up to your customers through social media.  Mr. Fried is the co-founder of the software firm 37signals and as such, his company recently had some problems associated with its Campfire product, which is a real-time chat tool for small businesses.  Unfortunately, this product which has been stable and reliable, recently experienced some service issues bouncing between being online and offline. This wreaked havoc with some of their customers and boy, did they hear about it.

NON- PR’APOLOGY

Mr. Fried provided some great insight in the article as to how he handled the complaints and in doing so, he embarrassed me as well for he pointed out that the worst apology that any person or company could ever provide are these nine words – “We apologize for any inconvenience we may have caused.” He caught me red-handed for I’ve used that numerous times in certain situations.  Here’s what he had to say about it.

If ever there was a non-apology apology, this is it. And just about every company uses it. I Googled the phrase We apologize for any inconvenience. It came up 41 million times.

Let’s break this statement down. We apologize… Come on—when you really mean it, you say, “I’m sorry.” You don’t say, “I apologize.” If you spill hot coffee on someone, you say, “I am so, so sorry.” “I apologize” is renting the problem. “I’m sorry” is owning it. Now, to the second part of the non-apology: …for any inconvenience we may have caused . What a cop-out. For any? How about for all of it? May have caused? Don’t say maybe—say yes. Own it.

In my defense of using that dry apology, I have to say that I was at the mercy of the legal departments.  For you see in corporate America, whenever there is a crisis, the PR departments cannot work on their own…they have to work in tandem with the company’s lawyers on an approved statement. Rarely, can a corp comm department go “rogue” and write what they would like to. Every word has to be scanned and filtered and scrubbed by the legal team.  I understand why this is necessary for its the legal team that has to defend the company in court and every statement and comment will be examined in that process. (Someone should tell Charlie Sheen that!)

BE HONEST FROM THE GET GO

I agree with Mr. Fried wholeheartedly and greatly appreciate that he wrote about this subject for its given me new freedom to be more transparent with dealing with corporate guffaws.  I also agreed with his further statements.  Mr. Fried went on to say…”we’ve discovered that the more honest we are, the better our customers feel.” I have always felt honesty is the best policy – heck that’s why I named my blog that!

Here’s my tip to all those who provide messages to the public –

-When writing an apology make sure that you are being as transparent as legally possible and see if it passes this test.  Think of yourself as one of the affected customers and see how your statement would sound to you. If it sounds too much like a cover up…delete it and start over.  Use words that are appropriate to the situation and if you’re stuck the best way to always start out is to simply say “I’m Sorry.”

May I never inconvenience you again.

Cindy

 

 

 

A New PR Title-An Apologist

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WANTED: PR PROFESSIONALS WHO CAN CRAFT EXCEPTIONAL APOLOGIES FOR MASS CONSUMPTION

CLIENTS: WORLD CLASS GOLFER, FORMER PRESIDENTIAL CANDIDATE, GLOBAL CAR MANUFACTURER, TOP CELEBRITY, AFFORDABLE AIRLINE AND OLYMPIC COMMITTEE

Man, every time we turn around – it seems like some public company or public figure is apologizing.   If you are skilled in crafting apologies that can be read well, but don’t have much meaning then you’ve got yourself a highly sought after career.  Just look who’s needed an “apologist” of late.

Tiger Woods, Toyota (they need several actually), John Edwards, Southwest Airlines, The International Olympic Committee (after the death of the luger) and Charlie Sheen.

Apologies are all the rage.

Sorry seems to the a hard word to convey through a public apology

When writing apologies, I think one must keep in mind that no matter what when it is recited in public, the apologetic person will never win over everyone.  I think we need to keep in mind that no matter how well it is written; nor how true the information – the said apology will be scrutinized by a critical public.

The reason for this post is that many people I talked to today felt Tiger just read a few words and was once again fell in line with his skills as a professional spokesperson. He is experienced in dealing with the media.

In case you haven’t seen it…here it is.

He does appear to be going through something and is showing signs that he’s understanding how much hurt he caused his family.  And he did admit that he was a cheater.  I do hope that he gets to the bottom of what is missing in his soul and is able to changes through treatment.  It’s not fun seeing people in pain.

But, apologies are tricky things to write.  And if you are charged with writing one – here’s my tip for the day – try and stay as true and authentic as possible that is as much as the lawyers allow you to do.  Words from the heart and spoken without the perception of a teleprompter being present nor read from a script goes so much further to conveying remorse.

Just think about the apologies you had to personally give and/or receive. They meant more when the person looked you in the eye and said they were sorry. That’s how you should write them for the public too.

I apologize I’ve gone on too long in this post and would love to hear your thoughts on Woods’ apology and other such matters.  Gotta run because live curling in on. Woot!

Cindy