I do not understand how the US functions. I would say that 50% of all transactions we deal with are done incorrectly. This is true with every company across every line of business. I think what separates the bad companies from the good companies is how they handle their mistakes.

Good companies will accept ownership of the problem and look for a solution rather than looking for the blame. Very good companies will accept ownership and limit the error rate to a much more manageable rate.

Excellent companies are few and far between and simply don’t make mistakes ro make them so rarely that you are shocked when they happen.

We deal with hundreds of companies and I just riffled through the folders and the only one I could come up with that falls into this definition of excellence is “The Ski and Snowboard News” a small local paper. Jon says the vending machine next door always works, but I’m not giving anyone props for that.

As for us, well we strive for excellence but we are admittedly not there yet. I definitely think we are a very good company. So if you do run into a problem you won’t find us blaming you.