TIL my old manager in Cleveland told me to skip the apology email and just fix the issue, and I still think she was right | Conversations That Changed Me

Tara Patel · 2026-10-19T01:55:04.782717+00:00

Everyone on my team kept saying sorry is the professional move, but my manager pulled me aside after a client call and told me to stop sending sorry notes and just send the fix. I ignored her for about 6 weeks, kept writing those 3 paragraph apology emails, and clients kept cooling off. Then in March I tried her way on a Tuesday outage, sent one line with a timeline instead of sorry, and the client replied in 20 minutes with a thank you. Six of my last 8 escalations now end with a simple fix note and no apology. I think the whole sorry culture on support teams is mostly for us, not the client. Does anyone else think the apology email is usually just noise, or am I off here?

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TIL my old manager in Cleveland told me to skip the apology email and just fix the issue, and I still think she was right | Conversations That Changed Me - Thought Shares