Sorry not sorry

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I recently read a Harvard Business Review article about some customer service research. They had found that in difficult situations, customers report higher satisfaction after being served by a service representative who was focussed on finding solutions than one who was focussed on being empathetic and apologetic, even when the final outcome was the same…. [continue]

How to learn from retrospectives

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Having a retrospective (AKA wash-up, post mortem) at the end of a project is a good way to learn from your experience as a project team, to examine what went well, what didn’t go well, what could’ve been done differently in hindsight. There is a fine balance in the discussions that form a retrospective —… [continue]