How to look good in your customer's eyes

Subject: How to look good in your customer's eyes
From: John Posada <jposada01 -at- yahoo -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 27 Mar 2002 10:54:13 -0800 (PST)

I had an interesting conversation with the project on-site manager of
the consulting company that we hired to manage the development of a
complex initiative.

Since I was creating the documentation, I usualy had first crack at
the application and because of documenting each feature, I tried each
one to a greater degree than the average user.

Everyone involved knew that I had been particularly harsh when it
came to holding to spec and delivering what was committed in the most
favorable way from the user's prespective. A number of times, their
manager would speak to my manager asking me to lay off. that the project is winding down, I got a phone call
from him asking me what they could have done to make me happier (and
make them look less bad).

I told him it pretty much boils down to 3 things:

1) Hold yourself to a slightly higher quality standard then what the
customer is expecting.
2) Deliver your committment slightly faster than what the customer is
3) Deliver a product that is slightly better than what the customer
is expecting.

An comments?

John Posada, Senior Technical Writer
Current gig ending 4/31
mailto:john -at- tdandw -dot- com, 732-259-2874

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