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April 20, 2012

Rule Five: Don't make me guess. Don't make customers guess.

Bombard, Copy and Confirm. Do that in Real Time. See Rule Five in our annoying but failsafe 12 Rules. Not everyone agrees with this one. If the client wants something different, do that. Adjust. But if you work hard at consistently informing clients of everything as things happens, you can't lose. In short, provide a real-time experience. It's harder to do this with balance and people-savvy than it sounds. Chances are, however, that your firm does not have the Moxie, the right employees or the discipline to make it work. (Sorry, but getting it right for 3 days in a row on one project doesn't count.) But do try to prove us wrong. With our thanks to CS guru Jay Foonberg.

Posted by Holden Oliver (Kitzb├╝hel Desk) at April 20, 2012 12:58 AM


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