Remember the infamous 30-minute Domino’s guarantee? Ditched after a speeding driver’s accident. Or Chick-fil-A’s “no-hormones” pledge? Vanished after confusing and angering customers who chose its product because its poultry was hormone free. This isn’t just a national brand issue; local businesses face similar situations, from missed launch dates to service changes. The result? Frustration for everyone involved.

As one of Florida’s top crisis communications and management firms, BoardroomPR is here to help your business recover from a broken promise. Here are a few tips: 

  1. Own Up and Apologize: Be honest about the broken promise. Take responsibility, explain the situation clearly, and avoid excuses.
  2. Communicate Openly: Keep your customers informed. Use your website, social media, or email to explain what happened, what you’re doing to fix it, and how you’ll prevent future issues. Transparency is key.
  3. Offer a Solution: Don’t leave customers hanging. Provide a discount, free upgrade, or early access to something new. This shows you value their business and want to make things right.
  4. Rebuild Trust Over Time: Delivering on future commitments is crucial. Be transparent in your actions and demonstrate a commitment to keeping your word. Regaining trust takes time and effort, so be patient.
  5. Learn from the Misstep: Analyze the broken promise. Were expectations unrealistic? Did communication breakdown internally? Use this experience to improve and prevent future stumbles.

Building trust is an ongoing process. By following these steps, businesses can begin to repair the damage caused by a broken promise and emerge with stronger relationships. 

Remember, business crises don’t always involve a major catastrophe, but it’s best to be proactive on issues that will affect your business as soon as possible. For more information about our Florida crisis management practice and how BoardroomPR can help you get in front of a problem, speak to one of our experts at (954)370-8999 or visit our website, 

Jessica Shein

Account Director