The Remorse Playbook

If you're never told something bad to begin with, and it's normal, then you've created the right emotional attachment to that event. We forget that a lot of times clients look up to us and they don't know how to respond. If we make it bad, it will be bad for them. So what i've done heas, i've put up this matrix right on one side, we've got transparency,. On the other side, weve got seriousness.