...need to ring me at the weekend or when I'm on holiday to talk about a problem, I'm available to them because we are promise keepers. But that's not the same as doing everything that their team on the ground might ask you to do, which might actually

...customer to let them know if there's a problem, to make sure we're on track to keep those promises. So it's great having a value proposition and articulating and making promises, but I'm holding our organisation accountable to keeping those promises.