Fourth line
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…
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: 1st line is about triage and obvious fixes … have you tried this; 2nd line is about getting things working again … swap out a part, update the software, help with the presentation; 3rd line is deeper and more about long term issues … redesigning the part, recutting the code, working through the strategy, remedial sweat on the thought process.
What support means: trusting that whatever you need, whenever you need it, it’s there.
Then there’s the fourth line … partnership … we’re in this together.
The kind of help that’s thinking about things even when you aren’t, that’s lit with ideas, that’s ahead of the curve, that heads-off problems and clears the path before you get there.
A partnership.
Skippy strategy: What can you do for them when they’re not asking?
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Category:
Skippiness
Chances are … they have questions.
Questions that have been rolling around, just out of reach, for months.
Questions like … what do you think of the deal,…