Dealing with customers

Re Tact: The single biggest predictor of medical lawsuits, according to a recent study, is bedside manner; suits are highly correlated with poor bedside manner.

Spend time with your customers, befriend them, give them love (even when you'd rather be giving them something entirely different). Most aren't out to get you; they simply have a world in which they function reasonably well, and yours isn't it. Another way to put it: Never ascribe to conspiracy that which can be explained by incompetence.
-- Steve


Steven B. Levy
Senior Director, Information Systems
Microsoft Legal and Corporate Affairs