If yesterday’s newspapers are to be believed, Thomas Cook and its lawyers are accused of mishandling the emotional aspects of the Shepherd case. We train, indeed expect, our lawyers to suppress their emotions in their legal roles. But senior in-house lawyers are now operating as lawyer leaders and in that role they, as the CEOs they serve, must develop high levels of emotional intelligence and apply it. Whether they did or not we can only speculate. But the buck stops with the CEO, not the lawyers. He should apologise not just for what happened but for his mishandling of the case. Then he should meet the Shepherds and demonstrate, rather than assert, his sorrow. This much loved brand has a chance of turning this story around as others, like Perrier, have done.