Tommy talks about leadership training and the value of saying I’m Sorry. How different would this word be is leaders just admitted their mistakes and said I’m sorry. I used the example of the umpire Jim Joyce‘s error robbed Armando Galarraga of his perfect game and how there are no hard feelings. What an amazing story. A great lesson to be learned here.

This story comes full circle. Today I received a phone call from the Affinity Health doctor that was responsible for seeing Baby Drew. I heard the 2 words that rarely if ever get said, I’m Sorry. She said I’M SORRY!!! I’m 100%, do not pass go, do not collect $200 BLOWN AWAY with the fact that someone called to apologize. How awesome is that!! When was the last time someone actually said “I’m sorry?” People screw up all the time, but how pleasant is it when someone actually admits it. A prime example of excellent customer service. Affinity Health has a customer for life and this is reason #1.