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The devil is in the Details

A friend talked about work on our way to dinner:

-The customer asks too much. The paint coat is offset, the pattern exposed on the bottom plate is a little different from design. I tell him it's so small, the customer won't notice; it's just decoration and doesn't affect function; it still meets industry standard. He doesn't agree and threats to escalate.

While talking we arrived at the restaurant:

-Waiter, menu please.

-You can order by scanning the code with your phone.

-I tried, nothing came out.

-Yes the signal here is not good.

-(louder) Then please give us the menu.

-(even louder) I told you to scan the code.

My friend wanted to complain: Either give me the menu, or make the network better so I scan the code. He doesn't help and gets a big temper.

We finally got our food and continued with the previous topic: the customer at work has the same expectation as we do now. Won't be noticed, don't affect function, meet the minimum standard don't solve the problem and sound like excuses. It wastes the customer's time and makes him furious. We should explain why it occurred; solution and impact on cost/schedule; or why it can't be solved and alternatives; and let the customer decide.

The food was delicious. My friend became happy and was ready to communicate with the customer.

和朋友去吃饭,路上他聊起工作:

-现在的客户要求太多了。零件上油漆涂层偏移了一点,底板上露出的图案跟设计图有一点区别。我跟他说:那么小,最终客户根本不会注意;就是装饰用的,不影响功能;现在也是符合行业标准的。他不同意,要升级。

正说着,到了饭店:

-服务员,请拿下菜单。

-可以扫码点菜。

-扫了好几次,出不来。

-是,我们店里信号不好。

-(提高音量)那还是拿下菜单吧。

-(更大音量)告诉你了可以扫码。

朋友差点要去投诉:要么给我菜单,要么网络弄好一点,我扫码点菜。说半天,不解决问题,脾气还挺大。

终于点完菜,我们又聊回之前的话题:工作中的客户和我们现在是一样的期待。“看不到,不影响功能,符合最低标准”都不解决问题,而且是在顾左右而言他,浪费人家的时间,惹人不高兴。我们应当说明问题为什么发生;如何解决,对费用或进度有什么影响;或者为什么不能解决,有什么替代方案;然后请客户决定。

边吃边聊,饭菜很可口。朋友也开心起来,说回去就和客户沟通


This article was written by Qi Feng (GM)





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