Seth's Blog : Mollified

If your customer service strategy consists of mollifying angry customers, you’ll always be behind.

Life becomes a fire drill and work becomes an endless chore.

The alternative is to invest in cycles that lead to better systems.

Because better systems put out the fire when it’s really small.

And to invest in design, because better design leads to clearer promises, which are easier to keep.

And to invest in quality as the focus of production, because keeping your promises creates delight and lowers costs so much it pays for itself.

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In world