Articles for category: Delivery

March 11, 2016

Greg Thomas

That Amazing Kind of Customer Service

Last week I was travelling quite a bit and had a number of opportunities to encounter customer service. This isn’t about the bad kind, this is about the good, really, really good kind. From the moment I walked in I was blown away – and not just by one person, but by the entire organization – person at the desk, person at the door, person in the hallway, etc.  I encountered, easily 5 – 6 people that continued that mantra of amazing customer experience.  Obviously the remarkable piece is that this was not solely one person, but rather many people, in teams

March 10, 2016

Greg Thomas

The Technology Announcement Conundrum

There is a moment where you are sitting at a conference, perhaps during a keynote, waiting for some huge announcement that is destined to blow you away. This is the killer app… This is the app that will change your life… This is the platform that will redefine how you build… And then you leave the conference, head back to work and try to get it working and you can’t… It’s still in beta. It doesn’t work in your environment with your configuration. You need to deploy a slew of other servers to even start setting it up. The APIs have not

March 9, 2016

Greg Thomas

Thirty Day Trials

A lot of software, especially that within the cloud, is offered to developers on a 30 day trial basis.  It is really such an antiquated model that harkens back to the days of demoware and freeware.  After 30 days it stops working and you need to buy (or reset your clock or something). Go do whatever you want… for 30 days… then start paying us. It’s a tough model because with everything else on your plate do you really have the time to learn everything and anything on that topic? Doubtful. I’ve had trials for software up to 90 days

February 25, 2016

Greg Thomas

The Impatience of Ordering Food

Last week, I was sitting in a local coffee shop, doing some work before a meeting watching people order their breakfasts. I saw this one person sit down with his order, look at it, know it was wrong and just start to erupt.  He ate it, but he was not happy about it.  Then I started to look at the line-ups as people were becoming more and more frustrated with how long it was taking to place their orders. Some were getting angry, some were checking their watch – their impatience was growing.  Think about when you go to a

February 17, 2016

Greg Thomas

Responsibility vs Accountability

Not from the Dictionary. Responsibility – units of work that I have been assigned where there delivery rests on me, and perhaps my team, to complete by x point in time. Accountability – work that is assigned to me where delivery rests on me, and again perhaps my team, to complete by x point in time wherein if said work is not completed by x point in time I will be the one that will have to explain the why, possibly with consequences built in. One has a threat of consequence built into it, the other one implies ownership and freedom

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