In 2002, the Oakland A's had the lowest payroll in baseball. They won 103 games. The story became "Moneyball." The revolution that changed sports. Here's what most people miss. Every team had access to the same statistics. On-base percentage. Slugging. WHIP. The data wasn&

April 26, 1986. Chernobyl. The operators were running a safety test. They were following procedures. The test required lowering reactor power. Power dropped too far. Procedures said: abort and wait 24 hours. But the shift was ending. The test had already been delayed. Superiors were waiting for results. They continued.

Your service can be flawless. Delivery on time. Specs met. Budget hit. And the client still leaves. Because they didn't like working with your people. Or the thinking behind the work was shallow. Or the craft felt rushed. In a service business, your employees aren't delivering