Joel on Software writes a great article about Starbucks and how they have developed customer services “systems” and “procedures” that are failing.
“If you’re planning to expand your business to a certain scale, you must first establish procedures and build systems to get predictable outcomes so that your employees can produce decent results even when they’re not having a great day.”
This is extremely applicable to my current role. The nature of working with Clients as your customers mixes different personalities and can create frustration somedays. It is so important to have good work processes in place so you can turn off your email, let the frustrations go and continue to crank on the work that needs to be accomplished. Getting Things Done is the easiest way to satisfy a Client as a customer.