It may have taken the Royal Bank of Canada a few days, but they finally decided to manage the crisis that’s rocked its image. Ever since it came to light that an outsourcing firm, iGate, hired 45 temporary foreign workers to replace Canadian employees at RBC, the bank’s been on the defensive. Reporters have dug into theprofitable relationship between iGate and RBC, and even Prime Minister Stephen Harper signalled his intent yesterday to reform the temporary foreign workers program.
This morning, RBC ran full-page ads in each national newspaper that apologized effusively for its mistakes, and pledging that all affected Canadian employees will find work elsewhere in the company. The disarming letter features all the hallmarks of classic crisis management: admit to an error, even if you followed the rules; explain that you meant no harm; emphasize that you’re listening to customers; apologize; and say it’ll never happen again. Finally, stand up for the good work your business has done since it opened its doors—oh, and thank all the good work your people do every day.