2020 has been a hell of a year. Between the ongoing pandemic and the fight for racial justice, there is a lot to be outraged about. For many consumers, that outrage comes out readily when a brand or business they love behaves badly. It creates disappointment, anger, disillusionment, and distrust. This holds especially true for small businesses that find themselves in the throws of being called out for toxic, harmful, and racist behavior. As businesses grapple with balancing how to hold itself accountable it is important to be mindful of what actions help and what actions hurt in the wake of a public call out. No matter what, no brand or business is above being held accountable for their actions and the first step should always be a sincere apology.

As a business owner, how can you apologize to your customers in an authentic and impactful way? What actions do you need to take to ensure things change and you make it right? Let’s explore that together.