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Summary
Good instincts can get business owners in trouble. Phrases like “I’m sorry,” “It’s my fault,” and “I’ll make it right” feel polite, but in a dispute they can be read as admissions of liability. Courts and opposing counsel don’t weigh your intent—they look at the written record. This article explains why those three phrases are risky, what to say instead, and how to step back from emotion to protect your position while staying professional.
Read the full article on Substack here.
Key takeaways
- Your words become evidence. Emails, texts, DMs, social replies—assume they’ll be printed in court.
- Avoid “I’m sorry,” “It’s my fault,” and “I’ll make it right.” Use neutral, professional alternatives like “I understand your frustration,” “Let’s review what happened,” and “Let’s discuss resolution options.”
- Document first, respond later. Staying measured and written-record-oriented keeps you protected.
Free resource: Download the Handle Business Disputes with Grace checklist for step-by-step actions to take before you reply to an angry message.
Educational only, not legal advice.