A look at the railway’s Twitter feed shows two failures but no apology. Maybe the organization is catching on: over-apologizing isn’t a good strategy. At some point, customers just want problems fixed.
How can a leader know when the organization is apologizing too much?
Take a look at the GWR Twitter feed. How would you advise the organization to improve its communications?
What leadership character dimensions is GWR demonstrating and failing to demonstrate with its apologies?