"The next time you face a customer who has every right to be upset, say something like this: 'I don't blame you for feeling as you do. If I were you, I'd feel exactly the same way. What would you like for me to do?' These are magical, healing words, and you'll be surprised at how reasonable people become when they believe you are on their side."

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There are many ways to cover up our sin. We may justify or minimize it by blaming circumstances and others people. However, real repentance first admits sin as sin and takes full responsibility. True confession and repentance begins when blame shifting ends...Just as real repentance begins only where blame shifting ends, so it also begins where self-pity ends, and we start to turn from our sin out of love for God rather than mere self-interest.

— Timothy Keller