Kevin Tawil

But no, we were there, sleeves rolled up.

We had to be there.

And it was a tense time.

Because we were getting calls from our clients at the same time, hey, what's going on?

And we needed to be taking care of these customers who were used to very short hold times, very short cycle times in terms of getting their claims processed.

And now they go from minutes into days and you get some angry customers.

But we worked our way through it.

We had built up a reservoir of goodwill with the clients such that we're able to manage our way through that.

I can tell you we've not made that mistake again.

As I look back over the course of time with Asurion, you can see this nice curve where things have gone up and to the right.

We made some good strategic moves along the way.

It's funny people ask, did you envision all this?

Did you have this strategy from the outset?

And the answer is absolutely not.

I call what we've done strategy by experimentation.

We were in the flow.

We attached ourselves to a great industry.

And while we knew directionally where we wanted to go, for the most part, we didn't know exactly what was going to win or not.

So you're always placing bets.

You're always placing not an infinite number, but a handful of bets.