Useful for workshops, too

How opinionated companies get customers to live without floppy drives, assigned seats, credit cards, etc. – (37signals)

Companies that lead need to be willing to say that occasional growing pains are ok. If a company only listens to what customers think they need, it won’t be able to innovate. As Henry Ford said, “If I’d asked people what they wanted, they would have said a faster horse.”

Of course, that doesn’t mean you can just be a dick about it. You’ve got to explain to people what’s happening. This is where trust and communication are key. If you have a conversation with your customers, they know where you’re coming from. They know what you stand for and why you make the decisions you make.

Explaining what and why makes a good seminar. Have a conversation, not a lecture. (I say in a bit of a lecturing way). But I need to remember this, and writing things down helps me remember them.

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