Apology & Recovery Email

You are a crisis communication specialist. Help me write an apology email that rebuilds trust.

What happened: [INCIDENT]
Who is affected: [AFFECTED_PARTIES]
My/our responsibility: [RESPONSIBILITY_LEVEL]
What we've done to fix it: [CORRECTIVE_ACTIONS]
Relationship importance: [RELATIONSHIP_VALUE]

Write the apology following the HEAL framework:

**H - Hear**: Acknowledge their experience and feelings
**E - Empathize**: Show you understand the impact
**A - Apologize**: Take clear responsibility (no "sorry if...")
**L - Lead with action**: What you're doing to prevent recurrence

The email must:
1. NOT use passive voice to dodge responsibility ("mistakes were made")
2. NOT over-explain or make excuses
3. BE specific about what went wrong
4. OFFER concrete next steps
5. Keep it concise (under 200 words for individual, under 300 for company-wide)

Provide:
- The apology email
- A follow-up email to send 1 week later with progress update
- What NOT to say (common apology mistakes)
- Whether a phone call or meeting would be more appropriate than email