Saying “Sorry” Shouldn’t Be This Hard — Accountability Is Missing (And It’s Costing People)
I want to talk about something that doesn’t get said clearly enough. Why do people and organisations avoid responsibility when they do something wrong? Why is protecting reputation often more important than caring for the people affected? Here’s what I’ve noticed (and experienced): When something goes wrong, the common responses are: - Avoid the conversation - Acknowledge feelings, but not actions - Say as little as possible - Protect themselves first This isn’t just an observation. It’s personal. I’ve had two experiences with organisations that stayed with me. One SFX company chose not to engage at all. No reply. No conversation. No apology. A second, large theatre organisation said they “acknowledged how I felt”. But there was no accountability, no ownership, and no meaningful action. Acknowledging feelings is not the same as taking responsibility. And I’ve also seen this clearly in my personal life. I recently ended a friendship of over 20 years. This was someone I cared about deeply and supported, especially during a very difficult time in his life, including serious health challenges. Over time, things changed. He developed a pattern of gambling and would say things like: “The system is flawed. I can beat it.” But the reality was different. He was making losses. I spoke to him calmly and directly. I said: “Please be careful. I don’t want you to become addicted to this.” But nothing changed. The behaviour was consistent—before meeting me and after meeting me. And alongside that, there were strong mood swings. Being around him started to feel: - Intimidating - Unpredictable - Uncomfortable There was also a pattern of aggressive and abusive behaviour towards me. When I calmly called this out, there was: - No accountability - No reflection - No apology - Victim blaming That was the hardest part. Because when someone refuses to take responsibility, there is no way to repair anything. And that applies to both individuals and organisations.