Showing posts from January, 2012

Great customer service is about consistency

Couple of years ago at, we were working on a Hindi poetry book. It was a collection of poetry of the father that the son was publishing.  It was a very big deal for the son. He had organized a family gathering and book launch in his home town. We were working on a tight schedule but the books were shipped with time remaining on the clock. The book launch was on Tuesday and the consignment reached the client on Saturday afternoon. Shortly afterwards, I received a call from them.

Getting a call or an email from the clients after they have received the books is not uncommon. There is something about holding your own printed book in your hands that moves people. It is usually a time to celebrate after the long time spent working on the book. However sometimes, things go wrong.

When our clients opened the consignment, shiny new books came out. However on leafing through the pages, they realized that while the cover was of their book, the interior was something entirely different…

For every risk, there exists some reward! Not!

Some people seem to misunderstand the "high risk, high gain" maxim. They argue that if I am taking some risk, I should get the reward. I recently heard a candidate expecting 100% raise when considering an opening at a startup.

When you hear "high risk, high gain", pay attention to the order. Risk comes before gain. Often much before. And the fact that the (monetary) gain is not guaranteed is part of the risk (in the startup environment).

While you are at it, find out about the concept of expected value. Your aim should be to maximize the expected value of your reward over next N years of your career. Now depending on your definition of reward, that might mean that you are better off in a job with a bigger company which is perfectly rad. But at least, you won't have ridiculous expectations!

PS: Just as I was posting the article, the right idiom occurred to me: You cannot have your cake and eat it too. So there.