First Letter to the Customer

The first time is always the toughest in everything. It’s the time of doubt, incertitude and great challenge. It’s the time when you don’t know when all the handles to operate and just how rigid things are. How should you approach this? I was experiencing the first challenge when entering my very first meeting with the customer, meeting where we were supposed to convince the customer to accept one of our alternative solutions. It was a hell of a challenge. Now, my solutions requires explanation. An explicative letter with a graphic illustration, a presentation, that is. So, 2 days were spent...

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Is a Good System Engineer a Good Trainer Also?

First of all, I’m an engineer. My job is to fiddle with stuff, technical stuff. It’s what we do, analyse needs, direct requirements, trying to come up with the best solutions for implementation. That requires a strong analytical mind to cope with a lot of concurrent, and often contradictory items. But you are never thinking about the necessity to pass your know-how over, to explain your role, so often not well understood, or even questioned if really necessary. To cut the long story short, I was assigned as System Engineering trainer within our company, not because I’m the best choice (or...

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Managing the Customer – Training Notes

Out there, in the working field you sometime find yourself facing or handling all kinds of customers. When you have to deliver “bad news”, say “no” to customers or to people in power, you are often tempted to placate with a “yes”. It is indeed a challenge trying to balance the need to be customer-oriented and the need to deliver difficult messages to our customers. You always want to provide exceptional service to both your internal and external customers. However, in the real world, things might go wrong and mistakes are made. Nevertheless, your goal is to have a happy customer...

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