1. People expect to receive an apology when they are wronged. Almost everyone wants an apology.
2. Apologies disappoint us. The wronged are generally let down by the apology offered by the supposed wrong-doer.
3. Apologies are not useless. They follow social norms and give the aggrieved an opportunity to restore their standing.
4. It is better to apologize than to make excuses. - Insincere apologies or forced apologies are worse than no apologies
5. Personal apologies. We want apologies to be direct and to us, not to a general group.
6. Just saying 'I'm sorry' is not enough.
I did some research on this many years ago and found that people generally expect 3 types of justice namely, Distributive, Procedural & Interactional, but on this topic some other day.
Why is this important?
1. Always apologize, always.
2. Make it personal. Apologize using the name and if something went wrong with an entire group, apologize to each member.
Also stop using standard apology letters or notes. Really, stop them now.
3. Try and make it sincere, but if you cant, then use better words, spend a longer time on the apology and look sad.
4. Do something, fix it, offer something, make amends, prove it will not happen again. Just apologizing is not enough.
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