The Power of Saying “I’m Sorry”.

Posted By Cliff Tuttle | February 21, 2010

By saying “I’m sorry” soon and with sincerity, the City did more to rehabilitate its tattered emergency response reputation than any of the excuses made for the horrendous job of snow removal that we all observed with our own eyes.

In Pittsburgh, during the recent snow emergency, Curtis Mitchell needed an ambulance.  Beginning Friday evening, as heavy snow began to fall, he was experiencing a heart attack. He and his girlfriend called 911 ten times during the next two days. Three times the paramedics arrived to a location within apparent walking distance but could not get to the house.  The emergency operator asked Mitchell’s girlfriend to walk him to the ambulance on more than one trip, but were told that he could not make it.  Each time the ambulance left.  Curtis died on Sunday morning.

The City of Pittsburgh received a great deal of deserved criticism for the handing of this case.  Rather than make excuses, the City’s Public Safety Director apologized to the family and stated flatly that this performance was unacceptable.  He followed up by announcing procedures, including deploying fire trucks, in the event that such an emergency happened again.

In this era of litigation, it is refreshing to hear someone admit that the measures taken were not acceptable and implement changes.  Public officials, corporate officers and others with something to lose are often counseled by their attorneys to be silent.  This might be good instructions for subordinates, but there is little to be gained in the long run when the facts speak, no, scream, for themselves.

By saying “I’m sorry” soon and with sincerity, the City did more to rehabilitate its tattered emergency response reputation than any of the excuses made for the horrendous job of snow removal that we all observed with our own eyes.  And of course, the death of Curtis Mitchell was in large part due to the slow and uncoordinated start by snow crews in getting snow off main roads before it was packed into ice. The eventual apology by the Mayor for the snow removal fiasco, which came only after other tactics had failed, was far less effective.

And you thought this post was going to be about Tiger Woods. The web must be full of commentary on that subject by now.  Google it.

CLT

Welcome

CLIFF TUTTLE has been a Pennsylvania lawyer for over 45 years and (inter alia) is a real estate litigator and legal writer. The posts in this blog are intended to provide general information about legal topics of interest to lawyers and consumers with a Pittsburgh and Western Pennsylvania focus. However, this information does not constitute legal advice and there is no lawyer-client relationship created when you read this blog. You are encouraged to leave comments but be aware that posted comments can be read by others. If you wish to contact me in privacy, please use the Contact Form located immediately below this message. I will reply promptly and in strict confidence.

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