Turning those traps into insights is as simple as beginning with a question. Whatever you are facing, don’t be afraid to ask the questions “why,” and “how.” Remember, there are no stupid questions. Dig deeper; data without context is useless, and one piece of data shouldn’t be relied on in isolation.
Let’s take the age-old question ‘What is America’s favorite flavor of pie’ to illustrate. Generic data tells us it’s apple. Certainly many of us have had apple pie served at family gatherings, and mom always says it’s because it’s everyone’s favorite (hearsay), and if you looked, you would easily see that over the years apple pie sales are consistently large compared to other types of pie (historical data).
That said, let’s take a closer look and get some context. It’s interesting to note that pies used to be sold in a 30cm size. This was a wonderful size for families, and was literally the only size that consumers could purchase for many years. But then a funny thing happened. Stores started selling 11cm pies, or ‘personal pies.’ Well, this opened up a whole new world of choices! Families didn’t have to settle on one flavor of pie for the holiday meal anymore. They could enjoy multiple flavors! As someone born in the south, I can tell you that the favorite pie of most of my friends and family was pecan pie. Apple just happened to be the ‘safest choice’- the lowest common denominator if you like. Not many folks dislike apple, and so traditions were set.
So, what does pie have to do with field service? Find out in Part 2 of this blog series.