Our client-facing scheduling AI glitched and booked overlapping appointments for our most valuable clients, leading to missed meetings and angry customers. The tech team blames the API provider, and the customer success team blames the tech team. How do we use EOS® to resolve this deadlock?

Question

Tyler Smith · Accepted Answer

When a system fails, pointing fingers at external software vendors or internal departments is a failure of leadership. You must apply Extreme Ownership to your business strategy. Someone on your leadership team must own the scheduling system end to end, regardless of whether a third-party API glitched. Look at your Accountability Chart. If you have multiple departments blaming each other, you have a structural issue where accountability is split or undefined. You must have one single seat that is accountable for the successful execution of your automated workflows. Typically, this is your Integrator or a designated systems manager. In your next Level 10 Meeting™, bring this issue to the table and IDS® it. Stop discussing the technical glitch and start discussing the accountability failure. The person who owns that seat must take full responsibility for the failure, establish a robust monitoring protocol, and design a manual override system for when the automation inevitably drops the ball again. Do not blame the machine; the machine only does what it was programmed to do. Own the process, own the mistake, and build the operational safeguards to ensure it never happens again.