The Handoff Gap

    The point where information, ownership, or context is lost as work moves between people, teams, or systems.

    Elevation Ops principle

    Customer-facing failures often trace back to a handoff gap that happened well before anyone called support.

    Related terms

    The Invisibility Standard

    The principle that well-designed operations require as little of the customer's attention as possible.

    The Remembering Tax

    The hidden, compounding cost a business pays when keeping a promise depends on a person remembering to act instead of a system ensuring it happens.

    The Confidence Window

    The period right after a purchase when a customer looks for evidence that they chose well.