A recognisable situation
A professional automatically says "sorry" because a client is disappointed about a result over which the professional had no control. That makes it seem as if they are taking responsibility for something not caused by them. It is better to first distinguish: what am I truly responsible for?
A question to consider
What becomes clearer in an apology if you only say sorry for that for which you are truly responsible?
In plain words
Sorry is a powerful word when it fits precisely. It becomes weaker when we use it for every inconvenience, even when we have done nothing wrong. Sincere repair begins with correct responsibility.
The nuance
Do not be stingy with apologies when you have indeed caused damage or made a mistake. Then a clear apology is all the more important.
Explanation in own words at What truly moves people and the speaker's compass. Book p. 133; speaker's compass p. 34.
Practice this insight