Posted on August 18th, 2011
There are some jobs where you don’t get to deliver much good news. CPA’s. Attorneys. Anesthesiologists. No one thanks the anesthesiologist. They just notice them if there’s a problem. Same thing with the CIA. They probably thwart a large number of crimes that we’ll never hear about. But people pay attention to the mistakes, the problems. The bad news.
Comcast probably doesn’t get many calls from customers saying “hey, just wanted you to know that the internet worked great today for me” – so when you hear people talking about Comcast, it’s usually to complain.
As an IT person, what percentage of your time communicating with clients is about good news? “I got your computer working again” might sound like good news to the IT person, but to the end-user, it usually just means they are finally able to get back to work.
Two questions: does this really matter, and what can you do about it?
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