A while back, I was out on a Saturday in the city with one of my clients while we had another project scheduled to “go live” over the weekend. With that project in mind, I couldn’t focus on enjoying the beautiful day, the table on the water, the food or the drinks. My mind was on the new project launch and resulted in me not being the best dinner guest. The group I was with could see that I was preoccupied, especially when I got news from our development team that they were hitting a wall, and something was breaking down during the migration. I apologized to the group and explained that I had to leave so I could get back to a computer to oversee the rest of the process. My client, who is in the medical field, remarked “It’s just a website, bro. It’ll be okay”. I was taken aback by that comment, since as an existing client I thought they should understand the level of work we try to provide. I laughed it off and left.
My father-in-law goes to Tim Horton’s on his way to work every day. His morning ritual includes a hot double-double (our Canadian friends knows what this means) before he starts his day. Every day, he spends a couple bucks, give or take, on coffee. As I was talking to him about some of the app projects we are building, he told me that he never pays for apps. I was immediately struck by the thought process here. The value in his daily coffee was worth the money, but the value in a paid app versus a free app was not.
This is my favorite picture. This picture, although blurry, stood out to me the minute I saw it. This is joy encompassed. This was one of the first events my family took my nephew to and we were having a regular uncle–nephew moment of me tossing him up in the air (the bow tie was just a bonus). He was grinning from ear to ear as he got tossed in the air and caught each time, his first time experiencing anything like that over and over again. The expression on his face showed me that there was literally nowhere else he’d rather be and he couldn’t possibly be having any more fun. This was joy in one snapshot.
Topics: customer service
Very early on in business there is a struggle to provide anything a client may ask for, even if it lies outside the realm of your expertise. We were no different. We were hungry (and still are, under the right circumstances) for any piece of business that we could get our hands on. You need a call center set up? We can do that. You need your network security tested? We’ve got this. Even though those requests were well outside our core competencies, we still figured that we could get the job done, add a new client to our list, and help—our bottom line.