I did not sit down one day and decide to write a workbook.

It came out of years of watching the same thing happen and finally getting tired of watching it.

I spent a long time in Customer Service before I ever touched data. Not one job. Several, across a few industries, some of it in the department that handled the worst situations a customer can be in. That work teaches you to listen without taking it personally. It also teaches you something quieter. You start to see the pattern behind the complaints before anyone has a name for it.

Then I moved to the data side. And I watched the same problems show up again, months later, as a number moving the wrong way. By then everyone treated it like a surprise. It was never a surprise. Customer Service had already felt it. Nobody connected the two.

So the workbook is really just me writing down the bridge I spent years standing on.

It is built around one story I still think about. A team blamed its own people for duplicate accounts. Turned out the people were doing everything right. The information they were handed was wrong. It took four rounds of asking why to get there, and they were wrong the first three times. That is usually how this goes.

I called it Solve for Causes because that is the whole point. You keep asking past the answer that feels good enough.

It is live now. $29. The link is on my profile.

Solve for causes. Symptoms take care of themselves.

Thanks for being here for the quiet part.

Apoya a David Banig Jr

The Workbook Was Never the Plan

The Week the Architecture Held

Some Days Aren’t for Building