What's the big deal about saying sorry?

It's just a word! Why can't you just say sorry instead of making excuses?
Just this morning, I went to the laundry shop to pick up my stuff. I handed them my receipt like a kid excited to see her new toy. They looked for my item, for about 3 minutes, and voila! It's still left undone! Plus, they told me excuses which fuel to my inis

Honestly, what annoyed me was not the situation but the excuses they made after minutes of waiting and expecting for my stuff. If only they told me the magic word, with a sincere voice, they'll still have me, as customer, the next time.

Sometimes, when the situation gets worst, saying sorry is all it takes for things/relationships to get right. :)
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