service management innovation 2025-09-13T18:08:53Z
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The metallic tang of panic coated my tongue as I stared at the shattered HVAC unit in the downtown high-rise lobby. Chilled air hissed through cracked coils like an angry serpent, soaking my shirt with condensation as tenants’ complaints buzzed in my pocket. Three crumpled work orders already lost that week - misplaced in toolboxes, rained on during rooftop repairs, one even used as a coffee coaster by the new guy. Our maintenance team moved through buildings like ghosts, leaving no digital foot