The Power of Apologies

Horn: When people complain, don't explain. Explain that Sam Horn. We think if something goes wrong, if we explain why it happened, people will forgive. No, they get angry because explanations come across as excuses. Instead of explaining, take the A train, AAA agree, apologize and act. They're like four magic words. How would I feel? How would Ifeel? That how would I feel is just beautiful.