Your worst ten jobs wrote your reputation

Reputation isn't an average of your work: it's a sample drawn from the extremes, which changes which improvements are worth making.

By Steve 5 min read
Abstract bridge artwork for Your worst ten jobs wrote your reputation

A business improves its average delivery time by a fifth. Satisfaction scores from the jobs it measures internally tick up. Nothing happens to the rating, the referral rate or the win rate. Meanwhile a handful of jobs went badly wrong, late, rescoped, escalated, and two of them are now the first thing a prospect reads. The mistake is treating reputation as an average of the work. It isn’t. It is a sample of the work, and the sample is drawn almost entirely from the tails. People write when the experience…

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