Whacked by the OctopOSS

A man must be big enough to admit his mistakes, smart enough to profit from them, and strong enough to correct them.
John C. Maxwell

If you work on an OctopOSS of any significant size, you will get whacked by an unexpected tentacle at some point in time.

Do you and your team have a process for fixing problems when they arise?

Gerald A. Michaelson suggests the following process in his book “Sun Tzu – Strategies for Selling”:

  • Respond Immediately
  • Apologise
  • Ask your customer what they want you to do to rectify the problem. Often the customer will ask for less than you expect
  • Take Action
  • Offer a value-added Atonement
  • Customers don’t care what you know until they know that you care
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