The substance of what you say matters more than the style with which you say it
In an era of caveats, it sometimes helps to take the blame
The penny is dropping that making it difficult to complain is no substitute for improving service
Gerald Ratner hit rock bottom before reinventing himself
Our experts give advice on how to bounce back from a serious setback
Apology by Netflix’s founder prompts questions
The practice of selling them is legitimate business
International Edition