Two elements of an apology

by Seth Godin
Compassion and Contrition "We're sorry that your flight was cancelled. This must have truly messed up your day, sir." That's a statement of compassion. "Cancelling a flight that a valued customer trusted us to fly is not the way we like to do business. We messed up, it was an error in judgment for us to underinvest in pilot allocation.Read the full article