Heard of the term, “light switch reliability “?: When you walk into a room and turn on the light, you don’t hold your breath hoping the room will illuminate. You expect the lights to come on because electricity has become dependable. The same goes for the internet; in 1996 one would have to search for a place to plug a laptop for a dial-up connection. Today you and I expect Wi-Fi wherever we go. From a hotel, a friend’s house and on a plane.
Light switch reliability demands that we keep reinventing trust to those we serve. What is amazing today will turn into light switch reliability and from then on, the expectations will never go down.
We have to keep innovating and reinventing what we do. Complacency will kill you quick.
A great place to start creating light switch reliability is to have consistent service delivery.