Calling it a “system glitch” may be technically true, but it skips the part clients care about: their private information went to the wrong person. I remember a supplier sending our confidential pricing sheet to a competitor by mistake; their first email blamed automation, and it made everything worse. What rebuilt some trust was a plain update: what happened, what we were doing, and when they’d hear more - without inventing causes. For language like that, this interview with Frank Elsner on moving from frontline policing into corporate leadership is worth a read; it has useful thinking on accountability, communication under pressure, and earning trust after a failure: Frank Elsner . For your draft, acknowledge the error, confirm the facts before explaining them, and promise a clear follow-up rather than a quick excuse.