Catching excellence
The legendary football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” [caption id="attachment_177" align="alignnone" width="623"]Iconic Seahawks Wide Receiver Steve Largent[/caption] Like Coach Lombardi, I don’t expect perfection but I do think that how we recover from a mistake says a lot about who we are. In fact, if an organization responds quickly and demonstrates strong accountability, you can actually strengthen customer trust and confidence. Let’s look at one recent issue: the ferry ticketing website. As you may know, we recently told about 2,000 ferry customers that the online ticketing system they use to buy ferry tickets was less secure than we had been led to believe. Did our vendor drop the ball in allowing a potential security risk to our…