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Didn't you double check?


Apparently a battle ensued last night between Influential Irene's hair and pillow as her golden locks now looked as if she had just stuck her finger in an electrical socket.  Business travel was not Irene's favorite; however, she understood how important it is to get out of the office.  A nice hot shower, that would get everything back on track.  Much to her dismay only cold water flowed from her shower nozzle.  Torn now between frustration and empathy, as all service companies know that electro-mechanical equipment fails.  Hotels highest profile items, hot water, power, and no bed bugs should be checked and double-checked.  Now the actions, or in this case lack thereof, will likely cost this organization immediate and long-term costs.



As Irene made her way downstairs the roar of complaining guests filled the lobby.  How is it possible that this happened?  Conscientious technicians typically correct these errors during their testing or observing phases.  Her thoughts bounced back and forth just like a ping-pong ball between the left and right sides of her brain.  Irene started to run through some possibilities:

  • In a hurry and / or careless?  possibly a late night call after a full day.  Remedy | checklists, digital or paper and the discipline to run from top to bottom
  • Lack of skills?  often a convenient catch-all; however, many times simply BS.  Remedy | product documentation at site, FAQ's posted, leverage of BOT (see previous posts)
  • Tech does not give a crap?  the longer a service manager has been in their position the higher likelihood of using this cop-out.    Remedy | while the aforementioned may be true the root cause is often traced back to your organizations culture.  How does that saying go about throwing rocks in glass houses?



While no technology can solve all of these challenges, augmented reality shows promise.  Once you believe folks are trying to do the right thing, your world will open to many possibilities.  For me, if sensors and logic can assist someone when they need help, without compromising them amongst their peers, bring it on!



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Next post:  who's data is it?
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