What usually happened was people complaining about what we’d delivered not working the way they wanted. Sometimes they didn’t complain at all (which we’d find out later was a side effect of no one really using it). We’d then spend a lot of time pretending we were successful. For some of you, that might describe the way your company works today. And I’ll be honest with you: it’s still the way I often fall back into working. Don’t tell anyone. I’m supposed to be an expert.
