Agree on taking responsibility. There are a lot of excuses he could have made: economy, bad PR firm, etc. By taking blame he can now move on to fix things.
Also note, this is a perfect response in a PR crisis - taking responsibility (if not legal responsibility), and not behaving like it's everyone else's fault but your own.
If I buy something, and the vendor screws up, if they give me a bunch of excuses, I am more likely to think they'll screw up again. If the vendor takes personal responsibility, there is less chance that they'll make the same mistake again.
Comments
Agree on taking responsibility. There are a lot of excuses he could have made: economy, bad PR firm, etc. By taking blame he can now move on to fix things.
Also note, this is a perfect response in a PR crisis - taking responsibility (if not legal responsibility), and not behaving like it's everyone else's fault but your own.
I confess I don't understand this mentality. Why do you personally care that Joel took responsibility?
If I buy something, and the vendor screws up, if they give me a bunch of excuses, I am more likely to think they'll screw up again. If the vendor takes personal responsibility, there is less chance that they'll make the same mistake again.
Ah, I didn't get that you had bought a ticket.
In full disclosure I didn't. I am just throwing out opinions from the cheap seats. :-)