I recently received duplicate copies of an e- newsletter. The arrived within  minutes of each other and it was obvious they were the identical. It was a computer glitch with the email server that distributed the email that was out of the distributors control. I am sure we have all experienced a similar situation where the tech gremlins seemed to operate with a mind of their own. I simply deleted 1 and continued on with my day.

However, that evening I received a third email from the organization — it went something like this.

Hi Bill,

Earlier today you received multiple copies of my newsletter. Obviously, this was not my intention. Please accept my apologies.  There was a technical glitch with the email server which was beyond my control. 

I’ve received lots of positive comments on the content and I sense it wasn’t too much of an inconvenience.  However, please accept the attached complimentary eBook as an expression of my gratitude for your interest and support.

My Perspective: How did you feel after reading this last email? Did your opinion of this organization increase, decrease or stay the same. I suspect for most it improved.

This organization recognized they had not met expectations and demonstrated in a tangible way that they respected and valued your time (possibly even more than you did yourself).

When organizations demonstrate accountability in small things — it gives us permission to believe that they will be accountable in all things. Are you demonstrating accountability in the small things or letting them go because they are “just small things”?