Resources
Useful whether or not you buy anything.
Guides for service companies and equipment dealers. No gates, no forms: if it's worth reading, it's worth giving away.
Fifteen Working Days a Year, on Hold
What a call to the manufacturer's tech support line costs a service company, worked out from published wage data and technicians' own reported wait times. Includes the inputs we estimated, so you can argue with them. Read it →
How to Audit Your Product Documentation Before Your Best Tech Retires
A checklist you can run this week, plus a teardown of a real (anonymized) manual library.
Tribal Knowledge Is Walking Out of Your Service Department. Here's What It Costs.
The dealer-economics version, with sources.
AI That Refuses to Guess: Why “I Don't Know” Is a Feature in Equipment Support
The short version of this argument is already written up. Why it refuses →
One published, three more in progress. We'd rather publish slowly and be worth citing. New pieces land here first.