Blaming the Customer is Not an Option

There were many times when the customer did something (or failed to do something) that caused a problem. But blaming the customer was not an option. Getting mad at my customers for making mistakes was counterproductive and eventually I didn’t do it anymore. I retrained them or set up the software so they couldn’t make that mistake any more, or helped them develop a procedure for checking the work before it went out.

Doing the Right Thing
and Achieving All Your Goals at the Same Time
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