Many moons ago, I went to the cashpoint and took £20 out.

My mind was on other things.

Yup, I forgot to pick the money up.

Months later, I told my bank manager the story.

He gave me some sound advice about being focused and getting my act together.

I agreed.

Then put the £20 back into my account.

He took my word for it.

Hmmm.

Trust, who knew?

Three decades later, I am still with the same bank.

It turns out those small things, those things you don’t have to do, are the business metrics that matter.

That is not business as usual, anymore.

We have fallen into the trap of thinking the only metrics that we measure appear on a spreadsheet.

But a thank you matters.

Giving the benefit of doubt matters.

Trusting someone matters.

Try putting any of those into a spreadsheet.

And yet, they are the metrics that matter.

Whenever I see that ‘Proof of Humanity’ tick box pop-up on my computer, it gets me wondering:

What makes us actually tick?