Once upon a time, sorry seemed the hardest word for company executives and politicians to say. All manner of disasters and crises would strike without a hint of an apology.

This week Network Rail, the company that manages Britain’s railway tracks and stations, proved that everything has changed. Engineering work to improve the west coast main line and lines into London’s Liverpool street station overran disastrously. Travellers were left stranded. Operations director Robin Gisby gave a copybook example of a grovelling apology on Radio 5 Live on Wednesday. It wouldn’t have made hapless passengers feel any better but it did leave interviewers less ammunition.

I’ve always said that far too many organisations – political, commercial, charitable – regard saying sorry as an admission of weakness or blame. Yet in many cases voters and customers have already decided who’s guilty. They’re more likely to warm to executives and politicians who show a human side and put their hands up. So Network Rail’s response was sensible. But an apology will only help your reputation if you also tackle the underlying problems. Network Rail had already apologised before Christmas for closing the west coast line for an extra day. If there are any further problems, saying sorry will look like a mere ploy in the face of continuing incompetence.

PS: Today’s Guardian leader contrasts Network Rail’s botched operation with the Great Western Railway’s extraordinary achievement in converting 177 miles of broad gauge track to standard gauge over a single weekend in 1892. Clever people, those Victorians.