Hiding the specifics of costs and risks

- [Narrator] Services are a means of delivering value…to customers while hiding the details of costs and risks.…Think about it.…Do you want to know all the technical details and issues…that occurred when someone cuts your grass?…No, you're paying them to do a job to a certain standard…and also paying them so you don't have to…be concerned with every little detail.…Otherwise, why not just do it yourself?…So flip this thinking around for your services.…How well are you hiding the details involved…in the delivery of your services…from your customers for each service you offer?…If they are getting a view behind the curtain…they don't want or need, you are wasting their time…and lowering the value you provide needlessly.…

So if you see this, you have some work to do.…I'm sure you've had this experience…where you call for help, say, with a broken dryer…and the company you call ping-pongs you around…from group to group internally…explaining their internal organization,…which you don't care about,…and generally wasting your time…