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Yep! It sucked.
We had neglected the community, had zero transparency, and the overall community and relationships we built was damaged. They didn’t trust us anymore.
After identifying what went down we developed a plan to fix it.
I wrote an apology, explained what happened but didn’t make excuses, lined out how we are going to fix it and welcomed feedback.
I sent it to the powers that be and they tweaked it as needed.
The biggest impact was that we actually followed through on the steps we laid out. It wasn’t just an “oops, we’re sorry, I’ll change.”
We took action and it was noticed.
Unfortunately the community hasn’t 100% recovered but we’re in a far better place and they trust us again.
An apology may feel hard to do, but it's really necessary if your want to nurture your relationship with the community. I've apologized on behalf of a company lawyer who who lost his cool and said something online he shouldn’t have,As long as you are genuinely sincere, the community will be understanding & supportive.
I'm glad it never happened to me. It's a difficult or a challenging thing to do. Reason why our team really do our best so that thre shall be limited to no mistakes.
Oh yes. I did it sincerely and in a professional manner. It was necessary to revive the company's reputation.
Yes. To tell you honestly, I don't think I can do it again. Apologizing for something you're not responsible for really sucks.