In 1969, I had a microphone perched next to the radio, prepared to record each Beatles song played, just to satisfy my obsession at the time. What resulted on my old reel-to-reel player was a series of songs missing the first five seconds of each.

I’m a Type-A personality with a sense of urgency to explain everything. Give me a little data, and I will use every statistical tool I can wrap around these rationalizations to help explain an observation. But here is something that I cannot explain: why do we tolerate such poor gages?

In a classic Dilbert cartoon, the “client” proudly claims to Dogbert the consultant that “every three months, an existing customer acquires another product.” Dogbert replies, “what if you don’t count warranty replacements?”

It was summer camp and I was 12 years old. The game was called “Capture the Flag.” The goal is for one of two teams to capture the enemy’s flag, and return it to their base. Our battlefield was spread over a huge forest with rolling hills.

The plane landed, we began to taxi to the gate, and passengers started to shift in their seats. I took my briefcase from under the seat in front of me and placed it in the aisle. It’s a ritual I’ve repeated for years; I am sure everyone has their own process.

I hopped into my rental car in Fort Lauderdale, impressed with how much the whole process of renting a vehicle has improved from the days when it felt like you were signing your life away for a few days of local transportation.

It has happened to all of us. We are inspired by a compelling idea that will drive gains in quality, only to have our bubble burst by peers that don’t share our enthusiasm. 

I was at the Delta customer service counter at LAX a couple years ago, dealing with yet another air travel fiasco from my life on the road.