So I woke up this morning to find out a speaker I had arranged for needed to cancel due to health reasons. While I am sympathetic to his plight, and wish a speedy recovery, it raises the question again of what to do when the product is embodied in a person?
Yes, there is a backup available. And, yes, the backup is of the same quality; but, the two do not have the same experiences to share. If the audience receives different experiences depending upon who the speaker is, is this really a repeatable product?
Looking in from the outside, at what point do you say that a service product is repreatable? Is delivering 65% the same repeatable? Is 80% good enough? How do you market the product if the experience is even 1% different?
