You screwed up. It happens. Now, how to you go about cleaning it up while maintaining great relationships with customers, vendors, suppliers, partners and employees?

Triune Brain:

Reptilian brain: oldest portion. Designed for survival and reproduction

Limbic brain: designed for feeling and emoting

Cortex: newest portion. The highest thinking part of the brain

How to Get an Apology Done:

Acknowledge what happened (tell the truth)

Acknowledge the impact on them

Explain what happened (only if you know what you needed to fix)

Explain that you're willing to make it right

Make an offer to make it right

Ask if this fits the bill and does, in fact, make it right (Note: shut up and listen. Don't put your reptilian brain on "speakerphone.")

Ask them if they will accept your apology.

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