On tinkering

July 16, 2023

There’s the graft of getting it done. Version 1 - the least you can do before taking it out to meet the world. After that, there’s more graft as you remove... READ MORE

Should you reset?

July 15, 2023

When you take something new out to meet the world, customers’ reactions can be surprising. Sometimes in a good way. Like when they stand up, point at the screen, say, “That’s what... READ MORE

They say No

July 13, 2023

In the final knockings, when they say No, there’s more to it than the dictionary suggests. When they say No, they’re telling you that there’s not enough value to justify the change. Value... READ MORE

Drag and drama

July 11, 2023

When you take on change, when you promote new ideas, when you introduce an alternative view - you expect push back. Even when you’re sorting out the most broken version of... READ MORE

Fourth line

July 10, 2023

When things go wrong … paying customers want support, internal customers want support, colleagues want support. Everyone wants support. So what is support? Traditionally, three kinds: 1^st line is about triage and obvious... READ MORE