Listen: Pay attention to what your customers are telling you.
Understand: Take the time to understand what your customers are telling you.
Respond: Follow-up to what your customers are telling you where and as appropriate.
Repeat: Keep listening, understanding, and responding to what your customers are telling you.

Following the LLUR Principal: Bad Example



PM : FooBar Project : Eveel Empire

“We’re sorry our buggy software has blocked progress on your project. If we get around to fixing it we’ll release it in a service pack, but if it happens we’re not sure when that might be. What do you want us to do? Our resources are “limited”!

Customer : BarBaz Project : We’re Not Eveel (At Least Not Yet) Startup

“If you gave me access to the source, I could just fix it myself”

PM : FooBar Project : Eveel Empire

“Bwaahhhahahaaa!!! Wait, you’re serious, huh? Bwaahhhahahaaa!!! That kills me! :D :D :D”

Following the LLUR Principal: GoodGreat Example


ASP.NET MVC Framework Road-Map Update - ScottGu’s Blog

Starting with this next preview, we are also going to make the ASP.NET MVC Framework source code downloadable as a buildable VS project solution. This will enable you to easily view and debug the ASP.NET MVC Framework source code. We are also going to include a license that permits you to optionally make patches to the ASP.NET MVC Framework source code in the event that you run into a bug in an application you are developing with it.

The license won’t enable you to redistribute your patched version of ASP.NET MVC (we want to avoid having multiple incompatible ASP.NET MVC versions floating around and colliding with each other). But it will enable developers who want to get started building ASP.NET MVC applications immediately to make progress - and not have to worry about getting blocked by an interim bug that they can’t work around.