Quotes from Leo Nelson
If the player lines up two yards over the start line in sprints and you do not correct him, do not jump his butt when he does it in the game . …If you do not correct the offensive lineman in practice for holding, do not bitch at the official for calling it in the game. If you accept it, you should expect it in the games, and that is on the coach.
– Chip Kelly
Source: The Tao of Chip Kelly by Mark Saltveit.
Everyone has the will to win, that’s almost an ordinary trait, who doesn’t want to win? But very few have the will to prepare to win.
– Vince Lombardi
I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Leo Widrich, from Buffer, on Bad Customer Service Support
Every decision you make should be for the long term. Everything you do should last longer than you.
Convenience is the enemy of security
– Anonymous
or the corollary
Security is the enemy of convenience
– Anonymous
If you’re going to rebuild a company’s customer service reputation and customer experience, good foundations to start building on include transparency, accountability and brutal, yet humbling honesty. Kudos to the Comcast team for starting down this path.
We’re holding ourselves accountable and we are working hard to make real improvements across the board. While it will take us some time, we can and will do better than this.
Source: A Public Apology to Conal O’Rourke.
I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Leo Widrich, from Buffer, on Bad Customer Service Support
While at a conference recently, a vendor was using a Twitter activated vending machine from Innovative Vending Solutions.
Each Twitter-activated vending machine incorporates a touch-screen interface to display the instructions to the consumer. The consumer is prompted to “tweet” a specific #hashtag to a dedicated @handle from their mobile device. Once the consumer tweets the @ and #, a product is immediately dispensed from the machine. Apparently, the machine utilizes a unique hashtag that is specific to the machine, so you have to be standing directly in front of the machine in order to utilize this functionality.