Selling
Today, as a programmer I realised that the messages given to end users can cost a company billions when the messages are improper. For example, I was browsing on SourceForge and came across an error message indicating “The file http://what.ever.net is not available. This error is on our part and will be fixed.”. That single statement is an opportunity to tell the end user the next immediate action for their part, and doesn’t involve the company. This is important because customer contact is always an expense. Using the proper words, the syntax, free language, is able to convert loss into managed service success.
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