This weekend we had a call with a prospective client eager to pay us to help them build out a new social media feature in their (very cool) software system. We turned them down.
They had an urgent deadline, but that doesn't scare us. They'd also already done some exploratory prototyping before they realized they needed some help, so they had a pretty good idea of what they needed help with.
After listening to them describe their current status, I asked a few questions and then realized they had run into a little snag with a non-obvious feature of the API used to talk to a particular cloud service.
They didn’t really need our help building and delivering the short term solution, they just needed an email briefly describing the shortest path from where they stood, to the goal.
I sent them the email they needed, right after the call.
They're running with the ball, now, and they're gonna make the goal.
We didn’t lose business, we made a friend.
• Group intercommunication formula: n(n − 1) / 2