Concepts

Clients and their staff are not ignorant. They recognize when things aren't working properly and can often clearly explain problems when given time and patience. Occasionally, the lowest-ranking member of an organization will have the clearest understanding of the issues. This insight can only be gained by listening with an open mind at all organizational levels.

When you get the solution design right, it will drive itself forward, often correct your mistakes, and succeed in ways you never imagined. Get it wrong, and you will struggle against it at every turn.

If you have a valuable idea and are concerned that dishonest actors might steal it and restrict access through patents, publish it in a public forum to make it open source. While you won't have exclusive control, they won't be able to prevent public access. You can then strive to become the best at implementing that idea.

If you have an idea that deserves widespread adoption, do your best to release it freely and ensure that those who need it most learn about it. Work to evangelize great ideas—the profits will follow. The quickest way to kill an idea is to control it too tightly.

Show genuine respect and empathy for your clients and customers. If you cannot do this, you should exit whatever business you're in. Respect and empathy are fundamental to serving clients well and essential for your own well-being. Without respect and empathy for your clients, you'll struggle to recognize and meet their needs, resulting in subpar performance. If you hate what you do, you'll eventually hate your clients, disserve them, and ultimately hate yourself.

No matter how corrupt or harmful their actions, wrongdoers seldom see themselves as villains. They generate excuses, find justifications, and rationalize their misconduct. They might start with minor transgressions, but eventually, nothing will be beyond excuse and self-forgiveness. Every major faith and belief system acknowledges the fundamentally flawed nature of humanity. When confronting wrongdoing, understand that perpetrators may not even recognize their actions as harmful. This recognition is the first step in addressing the problem effectively.