This post from Marco Arment, about a less-than-stellar experience his grandparents had at an Apple Store, is such an important lesson to learn:
It wouldn’t be the first time a technology expert lacked empathy for a customer, or made bad assumptions about what would be fast and easy for the customer to do on his own — especially when deciding to perform an easy, predictable, cure-all “restore”.
Reminds me of something I wrote earlier this year about asking questions and avoiding assumptions. Spending the time to do something right matters much more than doing it quickly.
Spent the evening with my Kindle, a few cups of tea, and my most recent items from Instapaper. The highlights of my reading list for the night:
So why did you make this? Because I’m a programmer, and this is what I do. Some people jog away from their house every day, only to jog back. Others walk on a treadmill, expending energy to get nowhere. In both cases, it may appear to others… Continue reading →
Marco Arment writing about Amazon’s goals with the Kindle: I agree: it does seem like those were Amazon’s goals. They now have an inexpensive tablet that makes it extremely easy for its users to buy more from Amazon. Note the apparent absence of goals such… Continue reading →
Maybe these different standards are because the contexts are so different: magazines, newspapers, and TV all feel cheap, since they’ve shat on consumers to make a few more cents for decades, but the iPad or a well-designed website are clean, high quality, and customer-centric. Or… Continue reading →