Sometimes we lose sight of this.
I was once part of a project in which we charged ahead to deliver what we felt was valuable and in respect of the customer's time, we only involved them "as needed". The project was a failure. Every little thing that was wrong came out, complaints were abundant. So we tried again. This time, the customer was a partner in our delivery. Sure, our resource requirements went WAY up, but in the end we all won. And the proof of that was not that we finished, but when a problem was found the customer worked through it with his/her "partners" instead of complaining.
Both the service and the served have needs. The best outcome is derived from working together to agree on what you jointly need.
I was once part of a project in which we charged ahead to deliver what we felt was valuable and in respect of the customer's time, we only involved them "as needed". The project was a failure. Every little thing that was wrong came out, complaints were abundant. So we tried again. This time, the customer was a partner in our delivery. Sure, our resource requirements went WAY up, but in the end we all won. And the proof of that was not that we finished, but when a problem was found the customer worked through it with his/her "partners" instead of complaining.
Both the service and the served have needs. The best outcome is derived from working together to agree on what you jointly need.
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