Ten Types 
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"Make a statement of emotional empathy"
YOU: "I can't believe we did that to you. We really let you down."
R&R: Statements of emotional empathy validate the other person's emotional state. They feel like you understand what they are feeling. Here are some others:
"Oh no, that's terrible!"
"You must be so upset!"
"I can understand how you would feel this way."
Let's review what you have done. You backtracked so they know you have listened. Then you made a statement of emotional empathy which shows you understand what they are feeling. The next step is to make a statement of intent.