When your processes are in place – all is well, until something adverse or unusual happen – then you find your processes don’t accommodate the unexpected. To assist with this consider the following:

 1. What can I do to put in place a solid ‘followable’ process so customers will experience it every time?

 2. Then ask , how can I also design in safeguards and opportunities to humanise something adverse or unusual, for when it goes wrong, or just falls outside the planned process?

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