"Difficult circumstances can only make planning difficult; not optional"

Keeping the customer happy

Most of the times we focus on not keeping the customer unhappy, thinking that we are making the customer happy. The former demands following the same old customer practices without making mistakes - keeping things fine; the latter demands relookng at things which might already be fine, and making them better, inventing new practices, hence making mistakes, managing the change resistance and then relishing the happiness that comes out of the final success