A couple of weeks ago, we showed a client an early beta mockup of a custom development project we were doing for them. It was a big project, and it was taking quite a bit development resources (read: time) to complete. The client’s feedback was, shall we say, “pointed” (though not unfair, and certainly relevant).…

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Rule Zero - Don't do it. I had a conversation last week with one of our support reps that demonstrated with perfect clarity what I call the “Rule Zero Fallacy.”

If you’re a board game or card game enthusiast, inevitably you’ve run across a rule in a game somewhere that you simply didn’t like. And whether it’s pinochle, Rook, Ticket to Ride, or the Settlers of Catan, players usually create a replacement rule, or modify it to better suit their tastes. In some circles this type of “house ruling” is called “Rule Zero,” meaning, “No rule is ever broken because I can fix it.”

The problem is, “Rule Zero” is a fallacy, a contradiction in terms. The fact that you were willing to take the time to fix it yourself (and are generally satisfied with the result) doesn’t change the fact that it needed fixing to begin with.

But back to our real point:

A support agent came to me last week about a client who wanted to access a feature in one of our systems. Due to an admittedly poor interface design for this particular feature, getting access to it was problematic. It took navigating through a number of screens, hunting through the right links, and inputting some user-defined data . . . .

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Happy Camper Customer?Have you ever lost an account suddenly, unexpectedly? As in, one month they were “happy campers,” and the next they just disappeared?

I hate to admit it, but we haven’t been immune to this syndrome. The root causes were varied; sometimes it was just change in the organization, sometimes it was a change in strategy, but sometimes it was because we simply weren’t addressing a key need or pain, and the client decided to look elsewhere.

These are the worst types of lost accounts, because the simple fact is, we weren’t doing our jobs.

I bring this question up because at work I have recently been shifted from using a PC to using a Mac (I can hear all of the Mac disciples out there now shouting, “Hallelujah! A new convert about to enter the fold!”).

And sure, the 24″ iMac screen is a dream. It’s dual-core, plenty fast, big hard drive.

Except there’s one small problem: without fail, at least once a day, there’s something about MacOS that irritates me to no end: the file manager.

The simple fact is that relative to its competition . . . .

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