In most cases, it’s not the mistake that matters as much as the way someone handles it. Being candid and sincere after you make a mistake can rectify almost any situation, personally or professionally.
Unless you live under a rock — and especially if you’ve heard that Apple Maps says you do — you know about the big slip-up by Apple in their iOS 6 update that came out with the new iPhone 5. Apple Maps has been buggy and inaccurate, which is very unlike Apple’s normal customer experiences.
To address customer dissatisfaction- Apple CEO Tim Cook posted a letter of apology:
“At Apple, we strive to make world-class products that deliver the best experience possible to our customers. With the launch of our new Maps last week, we fell short on this commitment. We are extremely sorry for the frustration this has caused our customers and we are doing everything we can to make Maps better…
“While we’re improving Maps, you can try alternatives by downloading map apps from the App Store like Bing, MapQuest and Waze, or use Google or Nokia maps by going to their websites and creating an icon on your home screen to their web app.
“Everything we do at Apple is aimed at making our products the best in the world. We know that you expect that from us, and we will keep working non-stop until Maps lives up to the same incredibly high standard.”
Many analysts have said the candor of Cook’s letter of apology, and his willingness to suggest other companies who can bridge the map gap, has completely salvaged the situation for Apple. I know it convinced my boss to go ahead with the iOS 6 update. He says he hasn’t been directed to drive underwater or over a cliff thus far.
What are your thoughts? Did Tim Cooks’ sincerity help the situation?
Ritu Walia is an FG Analyst.