The only thing that matters is NPS as my US friends would say. You get the NPS right your business goes the right way.

Net Promoter Score https://www.netpromoter.com/know/

All judgements need to be based on how the customer would present you in a meeting with the people they care about. If it contributes to a positive rating then you have made the right choice. You empower your people to consider this decision in actions they make with each customer every single day. Give them boundaries at which they justify the recommendation to management for support.

If you are pitching a company based on a story of history, morals, family, factory visits to see genuine people making little mobile bits of history then make it real. Or you lose your staff respect as well.

Over communicate when you drop a plunky.
Be clear and considerate of the position you place your customers in, not just the issue.
Work out how you can make it up to them even with a small action in the future.
People love someone who makes the effort to recover from an issue.

Last edited by Alistair; 13/06/22 11:21 PM.
Everyone loves a Morgan. Even me, unless it's broken again.