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Critical vs. Non-Critical Services
- Filta's service was critical to customers; without it, a restaurant's operations could break down.
- This contrasts with less critical services like indoor plant maintenance, where delays don't cause immediate operational problems.
Initial Crises
- Three days after acquiring two Filta franchises, key equipment broke, impacting service delivery.
- This was followed by more crises, including another equipment failure, employee challenges, and a family health issue.
Technician Longevity
- Filta technicians are highly valued, with some having served for 6-7 years.
- This longevity is attributed to job satisfaction, autonomy, and the absence of corporate politics.