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August 21, 2007 The customer knows more than the employee Posted by Daniel Shugrue at 05:33 AM | Categories:

Feargal Quinn is Ireland's "Pope of customer service". He espouses "5 lessons in customer-service humility":

"My customers know more than I do. My employees know more than I do. Neither my employees nor I can be creative all of the time. What I knew yesterday is not enough for today. I'm not responding fast enough for my customer."

That sentiment is one of the philosophies underpinning the decision to out license S60, and open the interface to third party developers. No one company can anticipate all of the ways mobile devices can be used, so we rely on an open market to help spur innovation. It is also an important sentiment when interacting with S60 Agents, many of whom know more about S60, and have discovered uses for their S60 phones that I've never dreamed of.

Joey Bons wrote about talking to a member of his congregation at church (talk about evangelism!). He sent me the link to two different sites offering Bibles for S60: 1, 2.

Adekunle had an excellent idea for tricking out his bicycle with both hardware and software for his N95. He wrote about an encounter he had with fellow bike fans in Central Park, and directed me to this post for pictures of his ride, and ebay to get the hardware.

I'm not a religious person, so that's my excuse as to why I didn't know there were Bible apps out there. I am an avid biker, though, and I still hadn't thought to look on ebay for an N95 case to afix to my bicycle. In both cases it takes a dialog with Agents to get information on the myriad ways S60 can be used. Thanks to both Joey and Adekunle for the great reports!


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