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]

On briefing, A-Teams, and MasterChef

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I’ve been a long-time MasterChef fan, and love seeing all these amazing dishes being created, but the episode I always most look forward to each week is the Team Challenge. I think it’s my favourite because it relates to something I think about all the time — how, no matter how good your individual team… [continue]

Don’t let your tools define your documents

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There are times when I’ve seen documents with slabs of text describing something which could be easily communicated in a quick sketch or an annotated image. When I’ve asked the document author why they didn’t include some images when it seemed like it would’ve been clearer, the answers are often along the lines of 1)… [continue]

Why use standardised templates and systems

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There are some documents that you create over and over again as you work, things like statement of work contracts, estimate spreadsheets, project plans, meeting minutes. These documents should always be templated, and if possible, be consistent across a company. This isn’t just because it’s nice to have consistent branding, or because it saves the document… [continue]

Write it down

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I’ve noticed many people seem averse to writing things down, especially in long form (paragraphs, rather than sentence-long instant messages). Often I’m asked to “have a chat” about something which I think could have be said in writing. The reason I’ve most often heard cited for transmitting information verbally instead of in writing is that… [continue]

Not just the messenger

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One of the key responsibilities of a producer is to liaise between the project team and the client. But often, I’ve seen producers simply forward emails with feedback from the client to the team, without at all processing the request themselves. This is lazy liaising. Before any changes are passed on for execution, I would expect… [continue]