Does your business have a service element?  Do you measure customer perceptions of the experience?  If so, you might want to take a quick look under the bonnet. Let me share a story.  It sounds far-fetched, but is true. Recently I took a holiday.  Not one to ever fully turn off though, I needed my smartphone.  Sadly, it too had decided to take a vacation. No calls.  No emails.  No problem” I thought.  I’ll just call the operator’s help desk and get back online.  Inevitably it wasn’t that simple although soon I was back in action. . good resolution, but the operator’s brand had been damaged.