One of my favorite “Seinfeld” episodes is “The Apology,” in which AA-inspired Jason “Stanky” Hanky apologizes to people he has wronged. Everyone, that is, except for George Costanza, who tries to pry an apology out of Jason for what he considers an insult concerning the size of his head.
Jason offers a sarcastic apology, then later apologizes for it — or does he, really?
I was reminded of this half-apology when I read a memo to employees from Yahoo! CEO Scott Thompson. The company revealed last week that Thompson lied on his résumé, stating that he had received a computer science degree from Stonehill College when in fact his degree is in accounting.
Yahoo! defended Thompson, saying that “This in no way alters that fact that Mr. Thompson is a highly qualified executive with a successful track record leading large consumer technology companies.” Well, yes it does. The leader of one of the world’s leading technology companies shouldn’t lie. And if he lies about his college degree, what else would he lie about?
As Yahoo! scrambled to figure out how to manage the fallout from this embarrassment, Thompson wrote a memo to employees. He does a few things right — talking about how the board is dealing with the issue and trying to refocus employees on the considerable work ahead of them — but then there is this:
I want you to know how deeply I regret how this issue has affected the company and all of you. We have all been working very hard to move the company forward, and this has had the opposite effect. For that, I take full responsibility, and I want to apologize to you.
Thompson has made one of the most common mistakes CEOs, politicians and other scoundrels make when they are caught doing something wrong and try to apologize for it. He apologizes for the fact that his lying has affected the company and its employees, but he doesn’t really apologize for lying.
I wouldn’t blame Yahoo! employees if they felt a bit like George Costanza. They deserve an apology — the right kind of apology for the real offense, not regret for the fallout it has caused.
Filed under: Employee Communication, Ethics, Crisis Communications, Executive Communication | Tagged: apology, employee communications, executive communications, Seinfeld, George Costanza, CEO apologies, Yahoo!, Scott Thompson, crisis communications, mea culpa | 1 Comment »