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.