Your Current Estimated Alarm Response Time Is... 13 Hours?

Lean Blog Audio

The blog post

When Mark applied for a burglar alarm permit, he accidentally sent the form to the wrong Newport — Rhode Island instead of Kentucky. The voicemail he got back was kind, clear, and even funny: pointing out that an 845-mile police response probably wasn’t going to work.

In this story, Mark reflects on:

• Why small mistakes are easier to handle with humility and humor

• How Toyota’s “expected vs. actual” lens helps frame errors

• Why psychological safety and kindness matter more than blame

• How to turn a minor error into a “favorite mistake” — one you can laugh about and learn from

It’s a reminder that even harmless slip-ups can reinforce bigger lessons about improvement, culture, and how we respond to mistakes.