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Project management & customer service

Here's some blog posts from our friend Seth Godin that relate to project management and customer service. Reinforces the "and, but . .philosophy." Food for thought as we prepare to do more of each:

Irrational vs. unreasonable

"Customers and team members make irrational requests all the time.
That doesn't make them unreasonable. If satisfying their request moves things forward, it's not always worth the effort to teach someone a lesson. Sometimes, it's more effective to just embrace their irrationality. Being right doesn't always have to be the goal."

Disaster Tolerance

"Not all disasters can be avoided. Not all disasters are fatal. If you accept these two truths, your approach to risk will change. If you build a disaster-tolerant project, you will be more willing to challenge the fates and won't hide out. The disaster-tolerant approach means that you can focus on the upside of risk instead of obsessing about the worst possible outcome. And once you do that, the upside is more likely to occur.That outcome you were so afraid of isn't so bad, and once you realize you can tolerate it, it's (amazingly, perversely and ironically) less likely to happen."

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