Short excerpt from a Chris Collins YouTube talk arguing that service organizations must define non‑negotiable procedures and cultural norms; negotiable practices indicate absence of a system and lead to inconsistent quality and reactive management. The speaker advocates intentional, offense‑oriented design of systems rather than relying on luck or hope.
The more things that are negotiable, the more insight into the lack of a system and culture that you really have. Like, they can't they can't be negotiable. Like, it's not negotiable to do to answer the phone in a certain way or, you know, write up a customer in a certain way. Quality control your work. Like, those things can't be negotiable, because when they're negotiable, then they're left to chance. And if you're leaving everything to chance, it's not a system. That's a hope and a prayer. Yeah. And most people are living on a hope and a prayer. Trying to get lucky. Yeah. Or we would encourage you to, you know, intentionally create something that is, you know, is offense, not defense, because you're always going to be reacting. If it's a hope and a prayer.
