We would rather be right than impressive
Thornbury is an independent practice. We have assessed four agents in production for operations teams in wholesale, insurance, software and logistics, and every one of them fails some of the time.
That is not an apology, it is the job. An agent that clears ninety-two percent of a painful queue is worth a great deal, and pretending it clears a hundred percent is the fastest way to lose the room in month three. So we price the other eight percent up front, put it in the report, and let the number be smaller.
It costs us some engagements against firms quoting the naive figure. It has never cost us a client.