How I Learned to Apologize First and Fix Later

I called a customer about a mistake we made.

She was angry. I didn't try to explain.

I just said: I am really sorry this happened.

Then I stopped talking and listened.

She told me how it affected her team.

I said: I am going to stay with you until it is sorted.

Her voice softened. She felt heard.

Then I asked: Let me make this right.

We fixed the issue in ten minutes.

Now I always calm emotions first.

Solutions come easier after that.