Take responsibility and follow up.
How to apologize for the Death Star explosion.
Leitha Matz
233

I would add a nuance to this step, particularly when writing internal apology/explanation emails. For example, if your product experiences a serious technical issue that affects customers, I find it very helpful if I explicitly address the internal process changes that were made in order to avoid a similar situation in the future. This shows that you are taking the time to learn from each mistake. “We have made two important changes as a result of this accidental explosion. 1) We have decided to move the self-destruct button to the other side of the floor so that we don’t accidentally confuse it with the recycle button. 2) We have added a three-step validation process that requires 3 of the 5 members of the executive team to sign off on the self destruct initiation process.”

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