How to make a good apology

Skipping an apology can erode trust. This framework will help you craft a good apology.

A recent event in my community was a reminder that most companies (and people) don’t know how to apologize—and that has repercussions. A restaurant opened nearby with the aim of serving the vegan community. Soon after opening, several patrons found out that the restaurant was using nonvegan ingredients in some of its recipes. The owners promised to fix the situation, closed for a few days for “renovations,” and then reopened. No mention was made on any of their social media channels of the incident that led to the closure.