Kiefer Sutherland, star of 24 is currently serving a 48 day jail sentence for a DUI. His popularity with fans has apparently not suffered. Kief is receiving boatloads of fan mail in jail.
Fess up. Acknowledge your mistake and work to make it right. Whether you are dealing with one irate customer or a major recall, “We were wrong, we’ll fix it” goes a long way.