Zero excuses report
Eli called his doctor’s direct line and simultaneously typed a short text message. “This is Parker. Due to my scheduling error, the delivery was mistakenly sent to Lakeview. This will impact surgery preparations. I’m currently arranging two routes: the fastest retrieval service and a replacement unit. I’ll share estimated arrival times every 15 minutes. I’m reporting only the facts for now.” He made no excuses whatsoever. What the other party wanted to know was “what happened” and “when it would be resolved.” He consistently used ‘I’ as the subject. At the end of the call, he explicitly added, “This call may be recorded and shared,” clearly establishing transparency. Even through the receiver, he could sense the other person’s anxiety gradually turning into words.
— Tips : 3-line template: ① My mistake caused X to occur ② This resulted in Y disadvantage for you ③ Please execute Z by [time]. End with “Information may be shared within the team” to demonstrate transparency.
