*Psst!* It's a secret ... pass it on

I know the secret to success. (I am citing this article about Lloyd's Bank, in the UK.)

It's not even difficult to understand. In fact, it's dirt simple. The only trick is that it's kinda hard to do. It's not effortless, but it absolutely works if you know how.

I am an IT architect, and I am constantly in situations where I'm both the technical "expert" and the business newbie who's trying to learn. So, in the same sentence I can both be right and also very wrong. But this is almost beside the point. What I know and what I do is concentrate mostly--only, actually--on providing good service to my customers.

I pay attention. I listen, and I talk when asked questions. If I don't know, I say so. Then I offer to go find out, and when I know I absolutely always follow up with the information. When I forget something or mess up, I apologize and move on. I keep their needs in mind, treat them like good people who are the reason I have a job, instead of the bother preventing me from doing my job. I also keep my sense of humor and try my best never to take anything personally. It's not always easy, because I'm human, but I really try to remember that they're human, too. As fellow human beings, we can usually find common ground in which to get things done.

I stay away from silly rules and regulations. Rules are the last refuge of the incompetent. I recognize the reality of navigating the organizational hierarchy, while trying valiantly not to become part of the hierarchy that needs navigating.

I always strive to do right. I have Mark Twain's quote in my email footer: "Always do right. This will gratify some people and astonish the rest." It's like telling the truth, something I also do. You never have to justify doing right; you never get caught in the truth. It's simply simpler as a lifestyle.

My company is trying to turn around the culture and create a company where customer service is important. I'd mention their slogan, but I want to keep them out of my blog, at least by name. I'm hugely in favor of this effort, by the way. I think it's critical to our long-term success and survival. We have to compete both on price, at some level, and on service. And it's the service where we can really differentiate. Unfortunately, they are a lot like Lloyd's, sometimes, with foolish rules and ways of dealing with customers. Old habits are hard to break, it seems.

My previous employer sold software and services, but we were easily the most expensive vendor in our market. How did we compete? With our really good service. We could customize the hell out of the product, and we had lots of people who did nothing but travel around and help customers with their implementation. I was one of those people, for a time.

What's my point? Being successful in many things in life boils down to a very simple understanding: do a good job of satisfying your customer, and you won't go wrong. Be it your company, your job, your wife (or husband), your family, or yourself. Figure out what's important to them (and why you have to provide for them, of course), and then simply make sure they have it. Pay attention. Do right. Apologize when you get it wrong. I think you'll be surprised how well that can work out.

It works out amazingly well for me.