A spec sets standards and defines output, and laws set the boundaries of acceptable behaviour.
They are indispensable, but here’s the thing: specs and laws are always floors. You can’t legislate the maximum.
There is always an extra mile.
There are unlimited extra miles in just about every direction.
Once we’re meeting spec (within the law) and doing it consistently well, it’s helpful to ask these questions:
- Which extra miles are most important to my customers, and which do they notice?
- Which are most helpful to my customers, to my organisation and to society in the long run? (This sounds similar but is a different question)
- How can I make spec with less effort, and grow my capacity to exceed it in important and memorable ways? (c.f. the placebo effect)
- How can I create a culture where going above spec and getting at the spirit of the law – a culture of kindness, generosity and a default of giving people the benefit of the doubt – is the norm?
Thanks to Kevin for pointing this idea out, and to Seth for the reminder.