If you were to go out and buy a new piece of furniture, would you prefer a store that offered a great product and treated you poorly or a store that provided a great shopping experience, but poorly made furniture? The answer is of course that you would want both a great experience and great furniture, yet too often in the service industry our love of our craft blinds us to what our customer experience truly is.
Great Customer Service or Great Craft? Joaquin Lippincott Thu, 02/23/2017 - 00:32
A Sense of Software Craftsmanship Tony Rost Mon, 08/01/2016 - 07:46
When leaders view software development as an assembly line, they expose themselves to a lot of pain: overages, missed timelines, and disappointed customers. These consequences are the painful ones that earn the attention of management. However, there is a graver consequence: your master craftspeople are ashamed of their work. This shame is viral - the next developer that maintains this code will also become defeated, and the shame will pass down, developer by developer, until the business can no longer afford the lost productivity and buys something new.