Insights
Notes on operations, technology, and customer experience in service businesses — written by Felix Medina Jr.
September 6, 2026
Customer experience
Great customer experience is rarely an accident; it is the natural byproduct of deliberate operational design, clear handoffs, and proactive communication.
By Felix Medina Jr.
September 2, 2026
Business operations
Ideas are cheap and execution is boring. The operator's job is to turn a good result that happened once into a good result that happens every time.
By Felix Medina Jr.
August 26, 2026
Entrepreneurship
Trust is not a slogan. In service businesses it is produced by specific, repeatable behaviours around pricing, timing, and what happens when something goes wrong.
By Felix Medina Jr.
August 18, 2026
Artificial intelligence for service businesses
Small teams do not need an AI strategy. They need faster answers, cleaner handoffs, and fewer missed messages. Here is where the technology actually helps.
By Felix Medina Jr.
August 9, 2026
Moving and logistics
Moving is stressful because information is scarce. The right technology gives customers clarity about price, timing, and who is showing up.
By Felix Medina Jr.