Ep208: Apologies Per Hour

This is a rant about a bad experience at the bank, but it also ends up being an important lesson about a metric you’ve probably never heard about: apologies per hour.

Why is that important for business? 

An interesting metric for a business to consider is how many apologies your people are issuing per hour. If you have that many apologies to make, then there’s a big problem. It’s demoralizing for your team, and probably indicates you have prioritized something else over customer care. 

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