Having trouble getting motivated when the sun is shining? Give yourself a 20 minute refreshment break and watch Seth Godin at the GEL conference, talking about experiences that are broken, and enjoy some laugh-out-loud funny stuff. [And get a chance to see Google video in action, if you haven't already]
The best take-away from this: if your customer says it's broken, it's broken.
If some poor customer takes the time to actually tell you something's broken, try not to argue with them. They are very likely speaking for lots of other people that couldn't be bothered wasting their time to tell you it's broken.
And this week, make it your job to fix just one broken thing, no matter how small. Bonus points if you empower someone else to fix some broken stuff.
In my personal calendar, we are coming up to the end of the psychological year. September is always the first month of the new year if you started school in September.
So end the year right, and fix a few broken things.
