"You might think the first step in breaking the doom loop is to fix the product, but that’s actually the second step. The first is to beg forgiveness from all the customers you have wronged. Sure, you can skip this step, but you’ll miss out on the goodwill it fosters and the relationships it spawns. ..."

https://hbr.org/1998/09/right-away-and-all-at-once-how-we-saved-continental

accountability！＞＜