Jason Fried, CEO e founder di Basecamp:
A good apology accepts responsibility. It has no conditional if phrase attached. It shows people that the buck stops with you. And then it provides real details about what happened and what you’re doing to prevent it from happening again. And it seeks a way to make things right.
The number-one principle to keep in mind when you apologize: How would you feel about the apology if you were on the other side? If someone said those words to you, would you believe them?
Even the best apology won’t rescue you if you haven’t earned people’s trust. Everything you do before things go wrong matters far more than the actual words you use to apologize. If you’ve built rapport with customers, they’ll cut you some slack and trust you when you say you’re sorry.
How to say you’re sorry – Jason Fried