Elton John once sang that sorry seems to be the hardest word, and at times in life and in business that sentiment rings very true.
There is certainly no shortage of examples of corporate fallouts and clashes where neither party seems to emerge the winner. And that makes it even more refreshing when an individual or brand holds their hands up and admits ‘we got things wrong’.
Last week I enjoyed a fun few days on Virgin Voyages’ Resilient Lady alongside Virgin founder Sir Richard Branson and Boy George.
And while it is always fun enjoying a bit of celeb-spotting, my focus as always was on the brilliant travel agents on board. In addition to touring the ship and enjoying the celebrations, I sat in on a business update between the line’s bosses and some of its top trade partners.
It’s fair to say the agents didn’t hold back in highlighting what was missing and needed from the line to make their jobs easier and drive more sales its way.
And far from being evasive or defensive, chief executive Nirmal Saverimuttu took the criticism on board and admitted mistakes had been made and were now being rectified.
Like a cruise ship being required to change course to offer the best experience for its passengers, occasionally business plans need adjusting to deliver for all involved.
Sorry may be the hardest word, and the proof of the pudding is always in the eating.
But when it comes to building trust and cementing partnerships, that word can go a long way.