BP CEO Tony Hayward BP CEO is no longer speaking for BP’s Oil Spill in the Gulf of Mexico according to a New York Time article. The BP Board of Directors has removed him because he ‘upset people’. The Chairman of BP’s Board of Directors, Carl-Henric Svanberg is taking over. “This has now turned into a reputational matter, a financial squeeze for BP and a political matter, and that is why you will now see more of me,” said Svanberg. This post cover 4 mistakes Tony made.

Tony Hayward, CEO of BP appeared before a US Congressional Committee to address the recent Oil Spill in the Gulf of Mexico. Despite using the tried and true customer satisfaction remediation technique of Acknowledge the problem, Apologize and Demonstrate actions, the best practice failed. Why? Attitude and lack of emotion. Contrast to a recent speech by Obama on his actions relative to BP also included in this post.

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