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Real-World Lessons · Customer Experience · Antifragile Design

A storm hit the Gulf Coast.

A storm hit the Gulf Coast.

Power went out for hundreds of thousands of customers. Most had it back in two days.

That speed was not luck. Utilities had crews and equipment already in place before the wind arrived. They called in help from other companies across many states. They cleared roads first so trucks could move. They fixed the lines that served the most people and the most critical places before they chased every single outage.

This is how a system gets stronger under stress. It does not try to be perfect in calm weather. It keeps a safe core—power for hospitals, water, and emergency response—and adds temporary capacity that can scale up or step back. The extra crews are not permanent overhead. They are modular pieces that arrive when needed and leave when the work is done.

Via negativa matters here. Remove the fragile points before the storm arrives. Cut trees that lean on lines. Stage materials so crews are not waiting on a single warehouse. Stop adding layers of process that slow decisions when conditions change. What is left is simpler and harder to break.

Skin in the game shows up in the people who drive into the damage. Local crews and visiting workers both face the same risks. Their incentives line up with restoring service fast and safely. Customers notice the difference between a company that waits for perfect information and one that starts work as soon as it is safe.

Planned abandonment applies too. After the lights come back on, drop the temporary staging areas, the extra contractors, and any process that only made sense for this event. Keep the lessons that reduced the next outage. Do not keep the extra cost.

The same pattern works inside a company. Treat people, cash, customers, and suppliers as the operating system. Protect the core that keeps customers served. Keep small, reversible options for extra capacity. Remove the steps and dependencies that fail first when volume or weather shifts. Then the next stress makes the system better instead of just bigger.

Originally posted on LinkedIn.
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