That, and make sure it doesn't happen again. I'd be a little worried about how Google manages the business side of things; they have a good brand and the potent

That, and make sure it doesn't happen again. I'd be a little worried about how Google manages the business side of things; they have a good brand and the potential to make a lot of money, so of course someone will find it advantageous to take shortcuts turning one into the other. The philosophy and reliance on automation, which can be designed to dismiss complaints and block normal feedback, can be used to have some teams shield themselves from accountability. At a higher level, there's the possibility of selective blindness and negligence hiding some level of malice and irresponsibility. Mnemotechnic for a proper apology: regret, responsibility, and reform.