Monday, February 27, 2006
Wyman's Third Law
- When things go wrong, your customers are the first to know but the last to tell you.
This law actually has two messages:
- You should have in place appropriate mechanisms to know when something goes wrong before your customer does. You can't rely on your customer to be the canary in the coal mine.
- If, for some reason, you don't know that something has gone wrong, you should make it very easy for the customer to let you know they have a problem.
This New York Times article, Your Call Should Be Important to Us, but It's Not, brings the second point home.
Friday, February 24, 2006
Why Can't Blogger Spell Blog?
Why This Blog?
It's just that I've reached the stage in my life where I'm starting to realize there's a bunch of stuff I'd like to do and damn little time to do it. I figure, if I'm lucky, I've got about 20 good years of work left in me. That's after over 40 great years of work. Here I've got all this good stuff rattling around in my head and it's about time that I spread it further than my workmates.
So here I am. Forty years ago I was a brash young kid who thought he knew it all. After forty years of experience, I'm an old codger who knows he knows it all. Well, not exactly all -- but a heck of a lot more than I did then.
So hopefully, this will be a cathartic experience for me and, perhaps, an interesting one for those of you who happened to stumble on this site. Enjoy!