“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
I only recently heard a saying that is apparently commonplace – “No wrong doors.”
It wasn’t immediately apparent what it meant.
In effect, it means that if a customer asks you a question then you need to go away and resolve it even if it’s not your area of expertise within the organisation. You can’t answer, “no sorry I can’t help you, maybe try knocking on the next door along.”
The “wrong door” mindset can be prevalent in the field of OSS because the breadth of knowledge sets are normally spread across multiple individuals within any given company, not to mention that almost everyone seems to have a mountain of their own work to get through for some reason (I wonder why that is BTW?).
Funnily enough, it seems that the people who do take the time to play the detective and chase down unknown answers for customers are the ones who more quickly become linchpins, developing a broader understanding of their solutions faster. There’s also the part about customers loving them for their ability to solve problems.Read the Passionate About OSS Blog for more or Subscribe to the Passionate About OSS Blog by Email