Miracles Happen: An Apology from Uber
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The typically non-apologetic Uber is apologizing. Two factors likely caused the company's change: 1) a new CEO, and 2) losing its operating license in London.
The new CEO has already demonstrated his vulnerability by talking about his emotions and showing us more of who he is as a person. An article in The Guardian explains why the city decided not to renew the company's license, which expires September 30:
TfL [Tranport for London] said last week Uber was not a "fit and proper" private car-hire operator and cited four areas of concern, including its approach to reporting criminal offences and carrying out background checks on drivers. But sources close to TfL indicated that a change of conduct from the taxi firm, the culture of which is being reformed by its new chief executive, could leave the door open to a fresh licence application.
The London decision is a blow for the ride-sharing company, and Uber is doing what it can to rebuild its image.
London Mayor Sadiq Kahn responded to the apology:
"I welcome the apology from Dara Khosrowshahi, the Uber CEO. Obviously I am pleased that he has acknowledged the issues that Uber faces in London. Even though there is a legal process in place, I have asked TfL to make themselves available to meet with him."
Discussion:
- Assess Khosrowshahi's apology. What works well, and what could be improved? (Hint: What organization principles apply?)
- What is the value of an apology? In this case, how does Uber's apology help its position with London?
