Steady state and the trigger for change

If, every time there’s a dish in the sink, you load and run the dishwasher and scrub the entire kitchen, you’re never going to get anything else done.

On the other hand, if you wait until the sink is overflowing and the kitchen is filthy before you work on it, you’re going to spend a lot of time living with a dirty kitchen.

Somewhere in between the two extremes is a productive steady state.

The same goes for your relationship with a customer, your staffing decisions and just about everything else we do all day. Setting the triggers for action is best done in advance, and maintained regularly. Waiting for a crisis is expensive and risky.