"What are the facts? Again and again and again—what are the facts? Shun wishful thinking, ignore divine revelation, forget what 'the stars foretell,' avoid opinion, care not what the neighbors think, never mind the unguessable "verdict of history"—what are the facts, and to how many decimal places? You pilot always into an unknown future; facts are your single clue." -- R.A.H.
Laurence Haughton pens an interesting article on
customer defections over at Small Business Trends. Of particular note is the case study on Yellow Trucking. Yellow Trucking went out and got the facts. And reduced their error rates (i.e. times they let down a customer) from SIXTY PERCENT down to four percent. That's the way it's supposed to work.
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