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	<title>Ponderings and Wanderings &#187; Customer Service</title>
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	<link>http://www.quis.com</link>
	<description>Dan Katz&#039;s thoughts on marketing, customer service, woodworking, his baby boy and other musings.</description>
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		<title>Beyond Scope Creep</title>
		<link>http://www.quis.com/2008/07/18/beyond-scope-creep</link>
		<comments>http://www.quis.com/2008/07/18/beyond-scope-creep#comments</comments>
		<pubDate>Fri, 18 Jul 2008 11:05:09 +0000</pubDate>
		<dc:creator>Dan Katz</dc:creator>
				<category><![CDATA[Customer Service]]></category>

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		<description><![CDATA[Every account/project manager knows that one of their greatest challenges is to balance client desires with budgets.&#160; We always endeavor to beat client expectations while maintaining profitability.&#160; Of course, in any project things can get out of control very quickly and profits can fly out of the window faster than a stock broker during the [...]]]></description>
			<content:encoded><![CDATA[<p>Every account/project manager knows that one of their greatest challenges is to balance client desires with budgets.&#160; We always endeavor to beat client expectations while maintaining profitability.&#160; </p>
<p>Of course, in any project things can get out of control very quickly and profits can fly out of the window faster than a stock broker during the great Depression.</p>
<p>A certain expectation for scope creep should be built into any project.&#160; A 5% budget allotment is not uncommon to cope with creep.&#160; </p>
<p>We can then help a bit by being sure we set expectations, limits and best practices that tie directly to profitability such as:</p>
<ul>
<li>Limit changes in staff assigned to the effort. </li>
<li>Avoid the temptation to add features not specified in the architecture but available in a CMS. </li>
<li>Do not let page counts increasing beyond those specified in the contract or approved site map. This is one of the most common paths to overages.</li>
<li>Avoid having a Web site that is not completely integrated to the CMS forcing changes by tech or design resources that could otherwise be performed by a producer. </li>
<li>Do not perform content entry, editing and formatting of text or images when originally assumed to be performed by the client. </li>
<li>Limit additional rounds of design, content or site reviews that can each be expected to add 5% to the cost of a project. </li>
<li>Manage delays in schedules, approvals, reviews and other deliverables. </li>
</ul>
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		<title>Newer is not always better</title>
		<link>http://www.quis.com/2007/02/05/newer-is-not-always-better</link>
		<comments>http://www.quis.com/2007/02/05/newer-is-not-always-better#comments</comments>
		<pubDate>Mon, 05 Feb 2007 20:49:13 +0000</pubDate>
		<dc:creator>Dan Katz</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Marketing]]></category>

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		<description><![CDATA[For years I used the Gillette Trac II and was happy with the shave. Of course, when the three blade systems came out I blindly upgraded to the Sensor / Sensor Excel. Well, recently I figured why am I paying close to $1.25 per cartridge just for an extra little blade that might not do [...]]]></description>
			<content:encoded><![CDATA[<p>For years I used the Gillette Trac II and was happy with the shave.  Of course, when the three blade systems came out I blindly upgraded to the Sensor / Sensor Excel.  <img src="http://www.theessentials.com/images/us/local/searchdex/sdthmb/gillette_sensorexcel_men_sdth.jpg" alt="Sensor Excel" align=left />Well, recently I figured why am I paying close to $1.25 per cartridge just for an extra little blade that might not do anything.</p>
<p>So, a few months back I picked up some no name brand Trac II cartridges.  At less than $0.25 per cartidge this works out to be a deal.  Of course, when I looked I found I had thrown out those three or four Trac II handles I had been holding onto.  Then no matter what store I went to I could not find a handle.  They are not even for sale on the <a href="http://www.theessentials.com/products/H30264.jsp ">P&#038;G store</a>. They are clearly off the market to prevent what I am attempting to do.</p>
<p>Finally, I found a handle now marketed under specialty packaging for &#8220;African-amercan sensitive skin.&#8221;  The blades are some strange design, but the handle matches that for the Trac II blade.  </p>
<p><img src="http://www.theessentials.com/images/us/local/searchdex/sdthmb/gillette_tracii_sdth.jpg" alt="Trac II" align=right />End result &#8212; the Trac II actually provdes a closer and smooter shave than the three balde Sensor Excel.  Not only am I getting a better shave, but I am saving some $50 a year.  Not much you say, but it is enough to pay for my Web hosting.</p>
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