Working Up

by Dwayne Phillips

Be alert when first meeting someone. You first few minutes are often the most valuable.

Consultant and author Jerry Weinberg once told me, “Pay attention, your customer will tell you their problem and its solution in the first few minutes.”

I have found this to be true, many times.

Recent examples of statements persons have told me in the first moment of meeting:

1. “Here is our reference manual. If our users would read this, we would eliminate most of our problems.”
2. “Our users work in chaotic offices. When something doesn’t work, they immediately make a phone call (to us asking for solutions).”

Case 1: The users have lots of problems and bother the developers all day. The reference manual is the wrong type of information for the users. We need a new source of information.

Case 2: The users interact with persons. That is their temperament. We need someone to interact with them right now on the telephone.

People understand their situation well. People know how to solve the vexing issues in their situation. For some reason, people will blurt out these things to a new person, i.e., you in the first few moments of meeting them. Be ready.