BullsEye Number of Words: 676 There is a danger that in a vigorous attempt to win new clients, excessive promises may be made, creating expectations that cannot be fulfilled. One professional I know describes the syndrome this way: The most depressing day in the office is the day after we have won a new client. We … Read more
Number of words: 844 Much of the previous discussion can be summarized by what I have come to call “The First Law of Service,” expressed as a formula: SATISFACTION equals PERCEPTION minus EXPECTATION If the client perceives service at a certain level, but expected something more (or different), then he or she will be dissatisfied. … Read more
Number of words: 535 Consider the following scenario: You have had your car repaired at a new local garage. A week or two later, your neighbor, curious about whether she should also use this new garage, asks, “Did they fix the car?” “I think so,” you reply. “It seems to be running smoothly, so I … Read more
Number of words: 147 A major, and common, form of listening to clients is a more or less formal program of visits to key clients by senior partners of the firm (or, if the firm is not a partnership, then by office or practice managers of “executive committee members). Frequently these “visits” are conducted not … Read more
Number of words: 373 If a seminar is where the professional firm invites a group of clients together and talks to them, then a reverse seminar is where the firm invites the client executive to come and talk to the members of the firm. A typical request would go something like this Dear Client, We … Read more
Robert Bosch’s first product, circa 1887, was a low voltage magneto for petrol engines. It was only in 1927 that Bosch launched its bread and butter product – injection pumps for diesel engines. Contemporary engines use a technology called Common Rail Diesel Injection. In the older design of fuel pumps a mini engine of sorts … Read more
Beyond matters of form, the team focused on the function of the multi-touch. Most touch devices at the time used resistive touch screens, based on two thin sheets of conductive material separated by a thin gap of air. When the screen is pressed, the two layers make contact, registering the touch. Resistive screens were typically … Read more
“From early on we wanted something that would seem so natural and so inevitable and so simple you almost wouldn’t think of it as having been designed,” Jony explained. The shape wasn’t the issue—“it could have been shaped like a banana if we’d wanted.” Given the parts of the device (the screen, the chip, the … Read more
Then, as now, Jony’s aesthetic tended toward minimalism, in reaction perhaps to the mid-1980s tendencies for excess. That had been the height of the “designer decade,” when the splashy colors of Culture Club and Kajagoogoo represented good taste. According to Kunkel, Jony avoided styling his products to protect them from dating too quickly. “In an … Read more
In working out his design, Jony chose to focus on the pen’s “fiddle factor.” He observed that people fiddled with their pens all the time, and decided to give the pens’ owners something to play with when not writing. He cleverly added a ball-and-clip mechanism to the top of the pen that served no purpose … Read more
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