�Say sorry�

The problem is that when many companies face a situation when saying sorry would be a good idea they are terrified that expressing regret will be seen as admitting guilt. And nobody wants to be seen as guilty. Guilt implies the need for punishment.

To be fair, sometimes punishment is necessary. The first significant case Consumer Watchdog dealt with was the result of an accident in a supermarket in Gaborone. During poorly-signed maintenance in the store an elderly lady had tripped, fallen and suffered slight injuries. Although minor they required seven trips to hospital. She had approached the store management and they offered her a measly P210, P30 for every trip she took for medical attention.