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Customer Service -- If Not Sincere, Don't Brand It Strategically

When I started in contracting, I used to brand our company and work with "we have the very best service in the world, we'll do whatever you need to get things right."

Eventually, I got away from that. While I liked solving client challenges and working really hard to get a great ROI for clients, it didn't ring correctly to me. Something about how we said it, and how we did it, made things not quite right.

We always liked going the extra mile, and we offered a 100% guarantee on our work (sometimes even 100%+) to take the risk away from the client. We priced our services aggressively below market and looked to demonstrate results, in order to get repeat business. And indeed, we did -- it was just a few clients that provided the huge bulk of our revenue by coming back to us with orders for 5x and 10x larger than their original, and eventually getting to a trusted point where they'd ask for work over email and say "just bill me whatever, you guys have always been fair." That's a nice feeling.

Doing the thing in the moment

On Linus Rylander

It is Sunday afternoon and I am drinking tea. Just sitting down to write. When I write, the topic has usually been made clear to me earlier in the day, or perhaps the day before.

But not today. These writing sessions are always the most interesting, because of a few reasons.

As you start, you have no idea what’s going to come out of your fingers. But you don’t want to go on with meaningless ramblings, so you force yourself to enter into a sort of flow state very quickly. You get better at it with practice.

Two days ago I stumbled upon a thread on Quora about writing advice. Someone said that you should never write about things you thought up beforehand. Everything you write should be in-the-moment writing, because everything that isn’t is a fabrication of ego.

First, I disagree with the use of the word ego, but I know what he means and I understand what he’s saying. I don’t agree though. All writing isn’t made equal.

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