Confidence, The True Equalizer

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When we look at what we are selling and what we do as a company, have we ever noticed that customers just are not as loyal as they used to be? Have we ever seen people leave when our site gets unstable? Why is that?

Confidence

The answer is quite simple: they don't have a lot of confidence in us. When someone gets angry and sees that there are some problems that just went out, people start to lose confidence in our product. It's not that we did anything bad or vindictive, but it is the natural cause and effect. So as we continue to release code, sometimes, to gain trust back, a moratorium is a good thing. Stop. Let the customer breathe. Allow people to see and trust you once again. Work with them to help gain that trust once more.

It's All About Relationships

When we start servicing a customer, we are starting a relationship with them. When we don't care for anything but their money, we make sure that there is very little if any trust there. Once things get tough, they will pull out. They want their money's worth. However, if we can help people by gaining their trust, and showing that we will work to make sure we are trusted again, that ultimately is what Continuous Confidence is all about. Build the relationship with all people.

Development organizations have a bad wrap: we don't like the spotlight too much. We want to do our thing, our job, and move on. Continuous Confidence bucks that trend and allows us to think in terms of relationships and confidence and trust. We look into what our relationships are with other departments and with our customers. We brainstorm over what we need to do to gain trust back and naturally move forward.

Ultimately, what we find is that when people feel we have their backs, they naturally will have ours. And recurring revenue is what helps us build a great future.

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