When companies blame the customer, I examine the process that got them there.

Every service system eventually meets a human.

On this channel, I break down real service incidents—service recovery failures, accountability gaps, and where The Human Factor™ was missed. I look beyond the customer’s reaction to the process that made escalation necessary.

For anyone tired of being called difficult for having a reasonable reaction to a broken process—and for service leaders who want to fix the process, not blame the customer.

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