Gartner Blog Network

Better sorry than safe?

by Rob Addy  |  December 18, 2012  |  Submit a Comment

Is it better to ask for forgiveness after the fact rather than seek approval ahead of time? It could be argued that the only providers that don’t cause offence are those that don’t do anything. Am I part of a growing minority that finds inactivity more offensive than the occasional mistake? If you are innovating then by definition you will have to change stuff. And if you change stuff you will occasionally make mistakes. It is the nature of things. Get over it. Reject the status quo. Grasp the nettle. Take the calculated risk. Embrace the fear of failure. Fail fast. Fix it faster still.

“Reasonable people adapt themselves to the world. Unreasonable people attempt to adapt the world to themselves. All progress, therefore, depends on unreasonable people.”

George Bernard Shaw

If you’re not taking the industry forward, are you holding it back? Instead of asking what your competitors are doing, start asking what you could be doing to scare the hell out of your competitors! Be demanding. Be unreasonable. Be bold! Take the game to them. Take the game to the next level. Create a new game all together if you like. Just do something. Apathy and inertia will kill you. And you don’t want to go there!

The support industry has the opportunity to create its own destiny. If it fails to take the lead, others will define its future for it. Do you really want that?

Yes, I know that change is hard. There are many unanswered questions. There are many questions for which answers don’t yet exist. But that’s kind of the whole point.

The answer, as any small child (with access to The Disney Channel) knows, is simple… Just ask yourself “What would Phineas and Ferb do?”  Free your mind from the prison of conventional wisdom. Create your own unconventional wisdom today…



PS: This will be my last blog posting for 2012. I sincerely hope that those of you that have regularly tuned in have found it interesting, entertaining and useful. I thank you for your patronage and the comments and feedback you have provided. It’s been fun. Well at least from my end it has. :-) I look forward to continuing the dialogue in the New Year. All that remains is for me to wish you and yours a wonderful festive season, a very merry Christmas and a truly fabulous and innovative New Year!!!

Category: support-value  

Rob Addy
Research Vice President
5 years at Gartner
More years than I care to remember in the IT industry

Welcome to my blog! I post about all things services related from the provider perspective. End-users are welcome to read but please be aware that you may sometimes find its content unsettling. I will endeavour to post frequently (as it's a lot cheaper than a therapist) but please forgive me if other more mundane activities occasionally get in the way...Read my official Gartner bio here

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