“How should you keep track of what customers want? Don’t. Listen, but then forget what people said. Seriously. There’s no need for a spreadsheet, database, or filing system. The requests that really matter are the ones you’ll hear over and over. After a while, you won’t be able to forget them. Your customers will be your memory. They’ll keep reminding you. They’ll show you which things you truly need to worry about.”
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“How should you keep track of what customers want? Not at all. Listen, but then forget what people said. Seriously. There is no need for a spreadsheet or database. The requests that are really important are the ones you will hear over and over again. After a while, you won’t be able to forget them. Your customers will be your memory. They will keep reminding you. They show you what things you really need to worry about.”
– Jason Fried and David Heinemeier Hansson in their book “Rework”, page 164, Currency Publishing
