‘Sorry’ has become an over-used word

We used to be an industry that struggled to say ‘sorry’ for failing customers, now it’s a word that is used so often that at times it has become noise, writes Alex Warner
  
Sorry Seems to Be the Hardest Word by Blue featuring Elton John is my favourite song of all time – run a close second by Tiger Feet, the 1974 hit from Mud.Blue’s hit was a classic of late 2002, around the time where I was a relatively senior manager on Britain’s railway and when