Restitution in the MarketplaceSample

## Part I A 2017 Customer Rage study by The WP Carey School of Business discovered that 73% of unhappy customers were satisfied when they got monetary relief and an apology. Although wronged customers deserve monetary relief, we also need to apologize. Throughout scripture, God calls us to repent of our mistakes. Jesus said in Luke 15:10, “I tell you, there is joy in the presence of the angels of God over one sinner who repents.” In an Association of Psychological Science article about effective apologies, they discovered six elements for the most compelling apology. Three of these elements, however, were critical: acknowledging personal responsibility, offering an explanation of why the violation occurred and an offer to repair the damage. Join us in this series as we discuss these three in detail.