by Dwayne Phillips
Customers don’t always act like responsible customers. Managers don’t always act like responsible managers. This is the real world, and often less-than-adult behavior exists. Sometimes you soothe people by giving them something they really want, even if it isn’t good for them.
Here is a true story.
I was the engineer. I was talking to a customer about their requirements.
Me: What are your requirements?
Customer: I need a new digital camera.
Me: What is it that you are trying to do?
Customer: I need a new digital camera.
Me: What is your desired end state?
Customer: I need a new digital camera.
It didn’t matter what I asked. The customer always answered:
Customer: I need a new digital camera.
Customer: I need a new digital camera.
Finally, it hit me – give them a new digital camera. I worked the acquisition system until the customer had a new digital camera. A few days passed, I went back to asking the customer about requirements, and they told me their requirements. A successful project ensued.
I know, I rewarded childish behavior. The customer acted like a baby and got what they wanted. That was all wrong. Senior managers should have done something. They should have told the customer to get with the program and talk requirements. Stop acting like a spoiled brat. Do your work. That is why we pay you.
None of that happened. So I gave the customer what they kept requesting. Sometimes that is the thing to do. Soothe whatever it is that ails the customer. Remove that shiny object from the front of their mind. Allow them to concentrate on the real task at hand.
Just give them an ice cream cone.
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