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.

    Elevation Ops principle

    It's the cost that scales worst as a business grows, because more promises end up riding on more individual memories.

    Related terms

    The Invisibility Standard

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

    The Handoff Gap

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

    The Confidence Window

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