I was struck by the idea of people creating problems so they could have more apologies to make, and therefore a long list of "accomplishments".
So Gary and I had an exchange on email, where I urged him to "go all the way" in identifying the maturity level of organizations in relationship to this topic of "apology".
To get him started, I suggested this ladder:
Level 0 - ain't no need for no stinkin' apology
Level 1 - maybe we outta start saying we're sorry
Level 2 - howsabout we think about fixin summa this stuff? we're tired of hearing complaints day in day out
Level 3 - we don'have to fix it if we don't let the bad stuff happen - what we gotta do to avoid these potholes we keep falling into
Level 4 - now its pretty boring 'cause things kinda work, maybe we could make it more fun for us and our customers, after all we deal with each other every day?
Level 5 - Business is Delovely! Delightful, delectable, delirious,
delicious, it's DELOVELY. Credit to Cole Porter.
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