Workplace coaches teach ownership — admit the mistake, state the fix, move on — as though the customer wanted a process and not an apology.
Skip to the apology that works. Whenever something goes wrong, say sorry, it’s your first day, and keep saying it. Field notes from one branch: a colleague has been on their first day for two years and four months, has eaten three onboarding lunches, and was recently asked to train the new starter, who is also, as of this week, on their first day.