The end-to-end experience
Posted by sebbo on 11th August 2010
How we do things at pebble.it is always up for reevaluation. It’s important to ask questions like “where can we improve?”, “why did this happen?” and “how can we stop that happening again?”
Answers to these questions are often things that we can address. Learn, correct, evolve. But equally, sometimes we discover the answer is something we can’t fix directly or is out of our control. And as guys who like to fix things—that’s frustrating.
Which brings us onto my real point: things generally go more smoothly with fewer parties involved.
If you enjoy using Apple products, you’re probably somewhat aware of this already. They also choose this path and it shows. Their strategy of developing both hardware and software is central to delivering coherent, solid and polished products1. With iOS devices Apple have taken this further with the App Store. Although not without controversy, by ratifying and delivering apps and content, Apple can guarantee the user experience (as far as possible). And Apple have stretched this concept horizontally with their Stores. They now control the retail experience and have bolstered their after-sales service with the introduction of Genius Bars.
As “unquestioning fanboys,” we wholeheartedly agree this approach. Experience has shown us that our customers are happier2 when we have full control over their IT systems. This is not a greedy land-grab nor a snub to our competitors; just a pragmatic attempt to serve clients better.
We’re realistic of course. Circumstances often require integration and working with others (and we pride ourselves on being able to do this well). However, our preference is to take sole responsibility. Much more efficient. If there’s a problem, it’s down to us to resolve it. If there’s a delay, it’s clear where to point the finger! Nothing worse for a client than being stuck in the middle of some arcane technical slinging match, while two opposing contractors try to blame one another over an impasse.
So, let us take it all on, and you’ll be allowing us to serve you better.
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