Last Friday the 13th (somehow fitting) was “sorry” day at Back West’s world headquarters; three occasions that someone said to me “I’m sorry.”
How effectively those apologies were tells you the things that make a sorry work, and how saying you’re sorry can also make the situation even worse.
Here’s the three:
- Stephanie Smith, the person who cuts my hair was a no-show (as in the lights were off, the door locked, and no one in her shop) for my appointment late Thursday afternoon.