Said the woman waiting for the subway next to me today,
It is always broken, but, not in the way she meant.
She meant the occasional service disruptions we, the customers, see and feel.
But that only happens a few times each month.
The subway system is vast. It encompasses much more that her or I will ever know.
Parts of it are broken every day; its under constant repair.
We don’t see most of that work.
How many aspects of your business are you working to fix right now … before your customers notice?