Here’s something that might surprise you. When something goes wrong, never say, “I’m sorry.” Here’s why.

An apology requires an explanation. When you try to explain why something went wrong, the net effect can be that you escalate rather than calm the situation. This results because explanations can easily become excuses.

As you try to justify your part in what went wrong, even if it wasn’t your fault, you’re now adding more energy to the situation rather than diffusing it. When you try to explain away what happened, it’s as if you’re saying to the client, “Look, I know I goofed, but there’s no reason for you to be angry about it.”

Instead of saying “I’m sorry” or trying to explain away the situation, a better approach when someone is angry or something goes wrong is to ask, “What can I do to fix it?” This is the best way to defuse the situation rather than having your client think you’re trying to dodge the blame.