2014
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Three words can make or break your reputation
Aug 15
A simple, three-word phrase can either make or break your reputation with customers. Are you using the right one?
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To be early is to be on-time
Jul 29
Are you late with your work? Routinely on-time? Or silently early?
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Why is Air Travel So Painful?
Jun 28
Air Canada, with their utter inability to tell the truth about scheduling, deal with delays caused by their own incompetence, or offer any sort of meaningful support to a plane full of rebooked and re-routed passengers has joined Delta on my list of airlines I will never fly again.
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Customer-Centric Development: Lesson 11
Feb 3
Today, my list of 10 lessons in customer-centric development goes all the way to 11!
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Customer-Centric Development: Lesson 10
Feb 2
In just about every position I’ve had, the first rule taught during the on-boarding process is that “it’s not my job” is a forbidden phrase. If a customer asks you for something outside of your job description, your responsibility is to pass along that request to whomever is responsible.
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Customer-Centric Development: Lesson 9
Feb 1
As a business professional, you’re often on-stage more than you know.
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Customer-Centric Development: Lesson 8
Jan 31
We’ve all promised deadlines once upon a time that seemed reasonable only to have them fall through.
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Customer-Centric Development: Lesson 7
Jan 30
We’ve all done it. A client has asked how much more work is left on the project and, with excitement, we’ve exclaimed “I’m 90% of the way there!”
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Customer-Centric Development: Lesson 6
Jan 28
At the end of the day, clients care how much a project will cost and when it will be done. They don’t care how many hours you expect to work on the project.
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Customer-Centric Development: Lesson 5
Jan 27
They hired you as an expert. Behave as the expert you were hired to be.
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Customer-Centric Development: Lesson 4
Jan 26
What you do isn’t easy. Don’t act like it is, and don’t ever tell your client it is; that’s just insulting.
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Customer-Centric Development: Lesson 3
Jan 25
Of all the taboo sayings in business and development, “user” is one of the worst. It’s imprecise, and demonstrates a failure to execute on lesson 2 – that you understand your customer’s customer.