Toronto Maple Leafs apology
Queen’s University marketing professor Ken Wong can talk about the Toronto Maple Leafs’ full page ads that appeared in Toronto newspapers today apologizing for the NHL team’s poor performance this season.
Professor Wong notes in the business world, letters of apology from a supplier are often accompanied by a more tangible demonstration of contrition: a refund, future credit or discount, something that seeks to show the sincerity of the apology.
“Does the same apply in the world of professional sports?,” asks Professor Wong. “It really depends on what you think we ‘hire’ the Leafs to provide. If you are only a fan when the Maple Leafs are winning, then you are more than justified to ask for something more tangible than an apology. However, as you hear so often on talk shows, in bars and in the corporate offices – pro sports is entertainment, just like theater or music or dance. Whether due to ineptness or bewilderment or feeling good or bad – I would argue, the Maple Leafs did their job of entertaining fans.”
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