All core values
Trust
Restitution
Taking practical steps to repair harm caused by the organization rather than treating an apology as the complete response.
Behaviors
- Asks affected people what would help repair the harm
- Corrects records and restores losses where appropriate
- Tracks remedial commitments until they are fulfilled
Anti-patterns
- Apologies without corrective action
- Making affected people chase promised remedies
- Declaring an issue resolved before the harm is addressed
Reinforce it with
- Remedy plans with owners and deadlines
- Follow-up with affected parties
- Reviews of whether corrective action actually helped
Restitution makes taking responsibility visible in what happens after an apology.