37 Signals shows the way

37 Signals is a favorite company of mine. They have developed some of the most powerful software for business (and personal use) over the past 5 years. All of it is online, requires no downloads, and can be used by anyone with enough savvy to run an internet browser. Basecamp, Backpack-it, Campfire, Ta-da List, and Writeboard. (Coming Soon! Highrise). I won’t take up space telling you how wonderful this software (rather webware) is, you can find out for yourself at their website.

While you are at the website, checking out the cool software with the coolest names, you might wander on over to their blog or better yet, the Getting Real website where you can buy, download or read (for FREE) their book on, well, getting real. The book describes the process that 37 Signals uses to build software. Why is this interesting? Because it is also a manual on how to build an organisation, company, or project. They re-introduce the concept of more is less and explain how functionality and deliverability are usually inversely proportionate to complexity.

My favorite early chapter is "What’s your problem?", where they evangelize about solving problems and relaying this problem solving to customer interactions. Just think what would happen if 50% of the employees at a city council took this approach; no queues, no voice mail!

Another favorite essay: "Ignore the details early on", the team reminds us that it is the vision that takes us forward and the details that make the difference. This is a good one for the 3rd sector to digest. Instead of thinking about the 14 ways an idea won’t work, spend your time building the solution to make it work. This means getting the big picture right and ironing out the details as you build. This sounds like nonsense, but to anyone used to managing projects, you will recognize this as the "just get it done" concept where teams keep working and adapting…planning yes, but not ad infinitum. Why? Because you can plan yourself right out of a good idea. So get crackin’, make something happen.

I want to take on board their philosophy. I want to do less, but do more. I want a 94% customer recommendation rating or higher. (I would really love to meet the 6% who did not recommend 37 Signals software). So everyday we try to streamline our operations as our aspirations grow. We can do better. Can you?

Related posts:

1. Building an Experience Worth Talking About
2. In Charge. And getting out of the way. (Well Said.)
3. Social Enterprises/eurs | To Blog or Not to Blog?
4. The Four Agreements
5. Customer Service