The Laws of Analysis and Customer Service

A former colleague of mine and I were chatting today and I was prompted to pen these two laws that in our mutual experience apply to businesses or projects of any size or scope.

• The Law of Customer Service: Friendliness and customer empathy play crucial roles, but in the end it is all about setting expectations. Making and keeping promises, is the key.

• The Law of Analysis: Anyone can make an Excel forecast look good. In the end, it is all about the accuracy of your assumptions. There must be robust and defensible reasons to believe.

I'd be interested in your experience with these laws (or related concepts). In my experience, there is no use fighting these laws...the laws will win.

This might be the first of a whole constitution of laws that I might compile. I would love your contributions.

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