Good apologies are rare in business. Erika Anderson believes that a strong apology can convert a “hater” into a fan. In her article for Forbes, Anderson details what exactly makes a thorough apology.

“For a leader to apologize well requires courage, self-confidence and wisdom,” Anderson said.

Anderson also provides an example of an incredible apology letter, which she received after a poor customer service experience at a hotel.

Read the full article here.