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Date: Wed, 29 Aug 2018 16:38:10 -0700
From: Larry McVoy <lm@mcvoy.com>
To: Grant Taylor <gtaylor@tnetconsulting.net>
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On Wed, Aug 29, 2018 at 05:04:48PM -0600, Grant Taylor via TUHS wrote:
> On 08/29/2018 04:21 PM, William Pechter wrote:
> >Apologized to the customer.  IBM demanded a formal Root Cause Analysis for
> >the fat finger with recommendations for avoiding the problem in the
> >future.  I proposed redesigned ascii keyboards where Q and 1 weren't
> >adjacent.
> 
> I remember things like that.
> 
> I always liked to admit things like that to the customer.  I felt that it
> fostered trust.  More than once I went to a customer that trusted me and
> told them that something was not me and they took me at my word, primarily
> because of that established trust.

Yep, I'm the same way and I think most good to stellar engineers are the
same way.  How can you fix your stuff if you are in denial about it being
broken.

And I agree with you Grant, on the trust building.  Customers love it 
when you are honest.