What happens when your work breaks?
- “We didn’t expect this”: Confusion and panic are the byproducts of ill-planning and carelessness. A rational mind supposes things will not go to plan every time, all of the time. Planning to negotiate failure is as important as planning to negotiate success.
- “You know what to do”: Systemized error-management is as important as systemized production because production is never perfect. When you know what to do, even problems become opportunities to demonstrate excellent service.
Success during failure is a choice.