Your most unhappy customers are your greatest source of learning” – Bill Gates

I learnt the above quote yesterday from my favorite Coffee shop. So True !!


I was wandering around a bookstore the other day and you know, I could never leave a bookstore empty-handed (it is a OCD – obsessive compulsive disorder 8-). So I picked-up and bought a book close to the cashier counter. It turned out that the book is not about IT, business, travel, music or photography.

It is a book written by a creative director, for creative directors … and I bought the book simply because I like the book title:

It’s not how good you are, it’s how good you want to be

Oh yes, how good YOU want to be ? What we did before was difficult, what we are now doing is not easy, and what we are going to do is not simple either. But we want to do it, because we know we want to be a great eCommerce company, not a marginally good eCommerce company.

In the book there are several lines I like a lot, which I like to share with you.

  • You can achieve the unachievable. If you think you’re unable to be on the cover of Time Magazine, make it your business to be there. Make your vision of where you want to be a reality.
  • When it can’t be done, do it. If you don’t do it, it doesn’t exist.
  • You may have to beg, steal and borrow to get it done. But that’s for you to work out how you do it. It’s exciting. It’s difficult and it’s fun. If it was easy anyone could do it.
  • Don’t be afraid to work with the best.

Easy declaration, aren’t they ? But see how we can do the above … see how good WE want to be.


You don’t always say “yes” to your customer, but you must know what s/he thinks before you say “no”.

In essence, think like your customers when delivering your products and services.

Author: Michael Yung

Michael possessed over 30 years of experience in Information Technology with focuses on complex application development, database technologies and IT strategy. He also spent the last 20 years in Internet technology, eCommerce development / operations, web usability, computer security and Public Key Infrastructure technologies.

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