One of the reason for why I started working for TUI Nordic was the view of the customer. Not that the customer’s always right but the customer must feel like he’s right.
All too often do people think that their customer is wrong or should blame himself for not being satisfied. He made the wrong choice, picked the budget alternative and still he has the nerve to complain about it. And when he do complain how many strive at making the customer go away/stop complaining instead of making him content. Sometimes it does not cost you anything. More often than not simple words and explanations can make the customer feel that his issues has been noticed and validated. Yes, you feel that your hotel is too far from the beach and that is why you paid less than the others. Do you want me to check if we can upgrade your reservation? That’s an example of what I mean, instead of making the customer feel stupid you can recognize his problem and find solutions.
And the same goes for development teams. You have a feature developed and when you deliver you find that the customer is not satisfied. In some cases they tell you that you got it all wrong, load and clear. In other cases they don’t use the functions. In both cases there can be frustration that you didn’t understand them but I guess there is also a sense of guilt. Perhaps they helped during specification and testing but it wasn’t until production they realized the problem. So what do you do?
Many turn to the Spoilt Brat Pattern.
Before I got Peter, I used to hate spoilt children. I still hate it, but now I have a better understanding. So, what is a spoilt brat? That’s the kid who gets what he screams about and he’s still not happy. He complains, screams that you got him the wrong one or that he just want something new now.
If you as an adult apply the Spoilt Brat Pattern you turn to the child and say “Hey, you asked for that one. You got it now, so don’t be so spoiled and be happy about what you have. Think about the poor kids in X, they would be thrilled about that one. It’s no fun giving you stuff, because you’re never pleased.”
Spot on, isn’t it. Hm. In software development this would sound like “Hey, we built it like the specification and you did approve to this during testing. Now you have what you wanted. Think about the guys in finance, they have been waiting for their features for a month now. Why should we develop things for you, you’re never pleased with anything.”
Well, yesterday an incident got me thinking. My son Peter really wanted a scooter after testing one at his cousin and a month ago, we went out and got one. I went to a toy store and there it was, blue and Peter approved of it. It wasn’t quite like the one his cousin had but there were no others like that one in the store, so we got this blue one. It looked something like this:
At home, Peter started using the scooter but soon, I realized he wasn’t pleased with it. And he stopped using it. I couldn’t understand why. So, yesterday we started talking about in a store. He saw another scooter and he gloated. So, I asked why he didn’t use his own scooter. This one was just the same, or?
But, he finally confessed, you cannot slide with his. Stupid mom as I am I stated that they were the same. No, said Peter. Mine has three wheels, so I can’t slide it when I brake. If I were a better mom I would probably hinder my son from sliding at age four, but instead I realized our mistake. Peter hadn’t understood that the third wheel would hinder him from making that daring stuff he wanted to do and I hadn’t even bothered to learn the difference between the two types of scooters.
If I had played the Spoilt Brat Pattern on Peter, I would have just said that he should be happy about his scooter. But instead I got him the right one instead and gave the other one to another child, whose parents wouldn’t afford one and who won’t do any sliding. Both Peter and I made a mistake by picking out the three-wheeled scooter in the first place and forcing him to use it would be of no good to anyone of us. But, and this is a big but; hadn’t he acknowledged that he himself made the original choice, this story would have had another ending.
So, next time your users are not happy about the features you’ve built, think if you’ve built them the three-wheeled scooter they didn’t really have any use for and try to fix the problem.