Why does a customer or an employee sue the company and manager? Research tells us that companies and managers are sued because of the way the person was treated. Many managers offer an apology, but it doesn't seem sincere. Furthermore, they don't take responsibility for the mistake. When we think of being sued, the health cared industry comes to mind. In the video below, error expert Lucian Leape says there are four stages of an effective apology: Admit, Explain, Apologize, and Take Responsibility. An example of an effective apology is the letter below from Karen Katz, CEO of Neiman Marcus. The company suffered a data breach over the holidays, exposing customer credit card data to potential theft. To our loyal Neiman Marcus Group customers: As the investigation into our cyber security incident continues, I want to provide you with an update. Your trust in us is our absolute priority. As always, we want you to feel confident shopping at Neiman Marcus. What I said in my prior message to you remains the same: there is NO indication • that Social Security numbers and birth dates were compromised • that our Neiman Marcus cards have been used fraudulently • that any online customers were impacted • that any PINs were at risk since we do not use PIN pads in our stores We do know, and our forensic reports have confirmed, that malicious software (malware) was clandestinely installed on our system and that it attempted to collect or "scrape" payment card data from July 16, 2013 to October 30, 2013. I reported last time that approximately 1,100,000 customer payment cards could have been potentially visible to the malware. Our investigation has now determined that the number of potentially affected payments cards is lower—approximately 350,000. The number has decreased because the investigation has established that the malware was not operating at all our stores, nor was it operating every day in those affected stores, during the July 16 -October 30 period. Of the 350,000 payment cards that may have been affected by the malware in our system, Visa, MasterCard and Discover have notified us to date that approximately 9,200 of those were subsequently used fraudulently elsewhere. Regardless of whether or not your card was affected, we have notified customers for whom we have mailing and/or e-mail addresses who shopped with us either in-store or online in 2013. Additionally, we are offering one free year of credit monitoring and identity-theft protection. Sign up instructions for this service can be found below in the Question and Answer section. For over a century, our company's mission has been dedicated to delivering exceptional service to each of our customers, and responding properly to this attack is our top priority. Our goal is to do everything possible to restore your trust and to earn your loyalty. --- How does CEO Katz's apology follow Dr. Leape's four stages of an effective apology? How does saying your sorry differ from taking responsibility? Think of a situation where a manager should apologize to a customer or an employee. Use the four stages of an effective apology to write an apology to this customer or employee.