Customer Satisfaction is the Wrong Goal
Most IT departments I encounter say “customer satisfaction” is among their key goals. Unfortunately, this idea seems to lead too often to poor results. While the sentiments are laudable, the law of unintended consequences seems to interfere. Goals are tricky things. Well-intentioned yet poorly selected goals frequently lead organizations to do exactly the wrong things. For example, think about the Avis car rental people. Their slogan is “We Try Harder.” I imagine them emphasizing the importance of trying harder every day. And being a good company, the staff responds by...
Read MoreSoap Bubbles and Customer Relationships
When was the last time a bubble crossed your path? I’m talking about a real bubble, a soap bubble, and not some metaphorical thing. Recently, one crossed mine and jogged a long lost memory and the lesson that it taught me. During high school I worked in downtown Chicago at a newsstand right in front of the public library. It was just a wooden shack with an immense collection of newspapers and magazines. The primary distinguishing feature of this newsstand was its location. It was right in front of the main entrance to the commuter train station and at rush hour the sidewalk...
Read MoreNEW BOOK: 8 Steps to Restoring Client Trust
We are pleased to announce the release of our new book.
At a neat 118 pages, this book is a succinct, no-nonsense set of instructions for what to do and what not to do when you have an unhappy client. It's especially prized by technical people who, when faced with emotionally charged situations, want a clear and concise set of rules to follow. When your client is really steamed, disappointed, or ready to give up, and your own instincts fail you, this book steps in to save the day.
