Communicating Remorse
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"Love means never having to say you’re sorry." You may not remember the insipid line from that soppy 1970 movie, Love Story, which had every American teenage girl groping for a box of tissues as Jennifer took her last breath. But in the context of outsourcing, when the provider or, goodness forbid, the client makes a mistake, never saying you’re sorry may fuel the flames of relationship breakdown.
Most of us have been there. The cutover was delayed because the provider did not co...
