The wrong Bus

 Today I got on the wrong bus.

I had a meeting and after the meeting, I was faced with the choice of either a 15-minute walk in Manchester’s current heatwave, or to get on a bus and ride three stops. I opted the bus, but I didn’t look closely enough at the bus stop and soon found myself on a bus going the wrong direction. This unfortunately meant that I had to travel an additional 20 minutes until I got to a stop where I could take another bus to my home, another 30-minute ride! 

Luckily for me, thinking i might go out later, I had opted for a day travel pass on the first bus, so at least I didn’t have to pay more.

Sometimes we make a small mistake that impacts your life in a big way. But it is how we deal with what happens next, after the mistake is made, that counts. 

A big part of marketing is crisis management - knowing and owning up to mistakes is part of that.

A few days ago, on a Manchester United forum, I wrote a chant which in my eyes was good for Manchester United. It wasn’t and many fans actually regarded it to be offensive.

The post was removed and I was banned from the group.

I immediately contacted the admin and explained that I am autistic and sometimes I don’t realise when I offend and I apologised. The ban was rescinded; I could have left it like that but that wouldn’t have given me back my good name in the group, so I posted in the group the following:


Dear Fan Group,

When I made my post on the chant, I wanted to declare my love for a future player of ours. 

Admin and his group do amazing work and I really loved this group until the hate messages I received after the post which hurt me deeply.

What you don’t know is, that I am autistic and sometimes I don’t know when I offend.

Never did I ever have any intention to offend anyone. I am a huge United fan, even a season ticket holder and if I can’t go to a game, I always give it someone else at face value and occasionally for free.

I apologise if I offended and request that all the hate messages stop.

I'm also offering via admin my ticket for free to another fan to use for first 2 Europa games as an apology.

Please don’t judge till you know the whole story.

I want to thank the admin, who after hearing my side, removed my ban so I can once again correspond on our love, Manchester United.

Sincerely, 

Josh


The outpouring of love and admiration I received was overwhelming, with many people saying it takes a better person to apologise. This shows the power of apology and the power of owning up to mistakes.

I just got home from that longer than usual bus and learnt that sometimes it is better to walk.

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