My small shop's apology video backfired in a weird way

Last month my bakery posted a quick apology after we messed up a big wedding cake order. We scripted it, smiled, and offered a 20% discount code. Instead of calming people down, the comments got worse because they said we sounded fake. I learned that people want to see the messy real process, not a polished statement. Has anyone else had a public apology make things worse, and how did you fix it?

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evan_wilson1815d ago

...and of course the internet smells weakness like a shark smells blood in the water. The second you try to sound all professional and put together, people just assume you're hiding something. Honestly, the only apology that works these days is a 3 a.m. video of you crying into a flour sack while your mixer is on fire in the background. I once saw a local taco place apologize by posting a blurry photo of their own typo on the sign and saying "we dun goofed, come get free guac" and that got more love than any fancy press release ever could. So yeah, you basically did the corporate dance and the crowd booed, which tracks. Just lean into the chaos next time, maybe film yourself dropping the replacement cake on the floor and eating it in defeat. That should clear things right up.