Associated Press writer Jocelyn Noveck wrote a commentary that appeared in today's Akron Beacon Journal entitled:

"Once again, a sorry excuse for an apology."

In her commentary she recaps some of the more visible apologies in 2006:

Michael Richards (Kramer from Seinfeld)
Mel Gibson
Reverend Ted Haggard
Representative Patrick Kennedy
Representative Mark Foley
Representative Bob Ney

And she observed that they were all good at blaming something for their inappropriate actions: drugs, alcohol, a "dark side" but few simply came out and said they were sorry.

It reminded me of an article that I read not too long ago by Daniel Sitter entitled "Sales 101: Handling the Angry Customer" in which his brother Jimmy is faced with needing to apologize to a customer.

We've all been there, right? Either we messed up or the customer perceives that we mess up - either way, we have to apologize.

Did it ever occur to you to say to your customer "Gee, I'm sorry you are upset about that missed deadline, but I've been battling a darker side and considering going into rehab."

I didn't think so. Check out how Jimmy handles the irate customer - could you do the same?