Recently, Seth Godin posted a short blog post, titled, Apologies, ranked, which points out several ways of apologizing. When you work in a service industry, it becomes very important to develop good apology skills. Let’s be honest for a moment. Not everything works out for the best in every customer experience. Sometimes it’s their fault and many times… it’s our fault.
It’s worth a read and definitely relates to the communication issues that we keep talking about within the Dialogue-Driven Development community and how that can translate to a healthy testing process with BDD.