The Customer Is Always Wrong. You should listen anyway | by Avi Siege…
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If you constantly do what customers want, many interrelated issues will arise:
You will continuously suffer from recency bias and thus choose to do work you were most recently yelled at about instead of prioritizing what is important. Context switching will run rampant, and you will destroy your tea
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Summary
- Listening to customers is important, even if they are sometimes wrong 🙉
- Constantly doing what customers want can lead to issues like recency bias and expectation mismanagement 🔄
- Being attentive to customers' needs can help identify unmet needs and validate product direction 🎯
- Asking open-ended questions and digging deeper in discussions with customers can lead to valuable insights 💡
- Focus on the negative and resist the temptation to seed answers to get unbiased feedback 🚫
Top Highlights
- If you constantly do what customers want, many interrelated issues will arise: You will continuously suffer from recency bias and thus choose to do work you were most recently yelled at about instead of prioritizing what is important.
- Context switching will run rampant, and you will destroy your team’s ability to focus on any particular set(s) of work
- Expectation mismanagement will be the new norm. Since you aren’t prioritizing and are flip-flopping from one project to the next, the team won’t get any of the work done when you originally thought it would (and more importantly, told users it would
- Your entire team (and company) will become demoralized. After all of the panicked bouncing around only leads to increased chur
- There’s a lot to be gained by being attentive to your customers’ needs. If you’re particularly good about paying attention to and executing those needs: You will identify unmet needs and unresolved pain points that were flying under your radar.
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