- Stabilize the situation - - give the necessary care. Fix the customer's problem.
- Investigate - - find out what really happened.
- Communicate - - tell people what you're doing, when you'll report back, and then do it.
- Disclose - - if there is no fault, there's no reason to apologize.
- Admit the mistakes and apologize - - it facts show fault.
- Create a plan to repair the harm.
- Change the system so this doesn't happen again - - but remember the difference between forgiveness and reconciliation. A person or group can forgive you and choose not to return to a relationship with you. But would you resume a relationship with someone who had caused you great harm and had not accounted for the harm caused?
Taft provides a critique of BP's Tony Hayward as quoted in the Dallas Morning News on June 13, 2010 - - "He promotes the fact that this is the largest cleanup effort in history. Well, why is that? Is that because this is the largest oil spill in history? He doesn't offer an explanation. What specifically did BP and/or others do that caused this? BP and Hayward should have acknowledged that no words or apology can adequately respond to the disaster."