Every dashboard is green. The lab is cold and the portal is down.

In The Journey to Service Excellence, John Sansbury tells a story that captures it. His brother and sister-in-law queued for over an hour for a cross-Channel ferry that was visibly docked and due to sail in fifteen minutes. No announcement, no explanation. The cause was minor, a surge of passengers from a rival company. A single announcement would have kept everyone calm. Nobody made it. Consumers dislike delays. They hate not being kept informed far more.