Reblogged from Seth Godin’s blog:
The things that break all at once aren’t really a problem. You note that they’ve broken, and then you fix them.
The challenge is corrosion. Things that slowly fade, that eventually become a hassle–it takes effort and judgment to decide when it’s time to refurbish them.
And yes, the same thing is true for relationships, customer service and all the ‘soft’ stuff that matters so much.