Master, master, the tower is leaning!

Image courtesy of Pixabay / Pexels

A couple of years ago, in a review of a book about the history of the Danish manor Nørre Vosborg, I encountered an anecdote from the time when the nobleman Niels Bugge built Osborg, the predecessor of what was to become Nørre Vosborg. The castle was to be so big that Bugge had acquired a master builder from England, and when this master builder had done his job, received his pay and left Osborg, Bugge sent one of his knights after the builder, shouting, "Master, master! The tower is leaning!" If the builder turned to look back when hearing these words, the knight should interpret it as if the builder doubted the quality of his work - and therefore cut him down and take the money back. The master builder, however, did not turn to look back.
What makes me appreciate this anecdote so much is the unspoken understanding that exists between Bugge and the master builder. On one hand, the slightest indication that the builder has the slightest doubt about the quality of his work is incriminating enough to indicate that he has not earned his money - and, in addition, has to pay with his life for his implied fallibility. On the other hand, the builder refuses to acknowledge the mere possibility that his work would be flawed and thus makes Bugge even more satisfied than if the knight had returned with the money.
Now management is no longer done in the way that you lose your head if you doubt your work, and of course, if one's creations are questioned, one should meet the questions with understanding rather than being arrogantly confident.
But I think we would do ourselves a favour if we make sure that we - before we show ourselves accommodating and suggest to "let's look at it ..." - dare believe it when our inner voices firmly say, "The tower leans not ...!"
(Translated from Mester, mester, tårnet hælder!)

More than you know of are customers

Now I wrote the other day that all people are customers, but the truth is actually even more scary (or promising, depending on how you want to see things). At some point, I heard a lecture by American management giant Steve Farber, where an interesting anecdote was told.
It was about a man who had been on a business trip in the United States. At a point, he needed to have some documents certified . He walks past a local bank able to do this, enters and tells the woman behind the counter about his need, after which he asks what it will cost him.
Then the woman behind the counter tells him:
"It's free. It's a service we do for our customers."
"But I'm not one of your customers."
"No. But maybe you'll be one day."
Why do I have the feeling that this bank has more potential customers than one who uses any opportunity to twist a little petty cash out of random people passing by?
(Translated from Mere, end man aner, er kunder, originally published September 29th, 2013)