Sorry Story

Sorry story: A Sincere Apology is More Effective Than Justifying Your Mistake

Reflecting on the controversy sparked by Larsen & Toubro Chairman Mr. Subrahmanyan's comment about working 90 hours per week and the subsequent explanations by L&T leaders and their public relations team, I recalled a personal incident from my time at other company. (Note, I worked at Larsen & Toubro from 2007 to 2010 and it remains my first professional love!)

In 2018, while working at ZS, I took it on my ego to improve a newly assigned team's culture. Unlike the company's usual atmosphere, these team members never smiled or laughed during meetings, creating a very serious environment. One night at home, I came up with an idea to change this and hence immediately I sent an internal email proposing a negative incentive plan (since I worked in Incentive Compensation): "If a team member didn't smile during a meeting, they would have to pay Rs 100 into a team fund, which would be used for a party at the end of the quarter."

Since, my US manager was looped in the email, he forwarded it to the Partner, who called me before office hours in India. He explained that the email set a wrong precedent and conveyed a negative message to the team. He asked me to write an unconditional apology email to the team and request them to disregard the email. Realizing how foolish my idea sounded, I complied.

On my way to the office, I was apprehensive about how the team would react to both the incentive plan email and the apology email. As the newly appointed consultant (the most senior position) for this team, I would be mocked, openly & behind my back, given ZS's very open culture. To my surprise, there was not a single word from the team. 

I now understand why. By offering an unconditional apology without any cover-up, the team accepted it and didn't mention it again, possibly even behind my back.

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