Don't just say "sorry",...

You must mean what you say. And you must seek to do better than before. In short, don't take it for granted.

A few years ago, I called and apologised to a customer for a mistake my staff made. I was duly given a lecture on the relative weightage different people placed on the word "sorry".

"As a nurse, do you want me to say sorry to you for giving you the wrong medication or injection? People die if we make mistakes. When you people make mistakes, you just apologise and get on with your life."

Think about it, friends. Good day.