Evidence Over Attestation
“Make courteous failures loud. A silent fallback converts your problem into your customer's discovery.”
A fallback that swallows an error politely has moved the failure from your incident log to your customer's afternoon.
More lines from the same part
- “These five are the floor, not the ceiling, for anyone who says "done" on your customers' behalf.”
- “Define "done" before the first instruction. In the customer's terms, and before the work begins.”
- “Nobody in the room is embarrassed to ask "how many," and the person who asks is thanked rather than tolerated.”
- “None of the five rules is technical. Each is a habit of responsibility toward the customer.”