Field Notes: Process Over People

Sometimes real life feels a little too much like The Good Place.

In this Field Note, I share how a simple product issue turned into a customer support spiral...where process mattered more than people, rules mattered more than trust, and leadership failed the very customers they were trying to retain.

It’s funny on TV, but in real life it’s maddening. And it’s a reminder that the best customer experience isn’t defensive or bogged down in procedures. It’s proactive. It empowers people. It protects trust.

Field Notes are my raw observations from the messy middle of building, learning, and testing what it means to create something better.