By Laura Rose
Laura Lee Rose, who is a business coach and corporate exit strategist, shares how testers, developers and project managers can think like an entrepreneur in their current corporate position. She explains how “thinking like the owner” paves the way for advancement within the company and beyond.
In my recent interview with SSWUG.ORG’s Stephen Wynkoop regarding ‘thinking like an entrepreneur, in any position’, I had several viewers ask me for additional examples to illustrate points that were made.
Over the course of the next week, we’re going to explore three typical development scenarios:
1) There is an unhappy client that you are working with in regards to a reported defect in your code area.
2) There is a happy client after you have delivered a fix in a quick and professional manner.
3) You have been using speaking engagements to gather sales leads.
In today’s post we’ll play with scenario #1: Unhappy Client
The primary goal of our clients is to “get their job done” accurately, efficiently and effectively. Toward that goal, the customer isn’t necessarily to use our product the way it was designed to be used; but to use it as they see fit to accomplish their task. So, sometimes the way our product was designed and the way the client chooses to use it do not match. When this happens, defects are logged and unhappy customers are created. This is the nature of our industry. It’s not a big deal.
Normally when we meet with an unhappy client, we thank them for pointing out the hole in our design. We acknowledge upfront that we didn’t foresee that the product could be used in this fashion. And we compliment them on their ability to see beyond the conventional use.
Taking that extra step and thinking like an entrepreneur: At this point, share with your client the opportunity for them to be a part of an elite group of design partners. This is a group of hand-picked, insightful individuals that has access to early prototypes and requirement reviews. This group is considered part of your design group. As such, they have access to early releases of your alpha and beta releases. They are part of regular focus groups, usability studies and have regular meetings with your business analysts and marketing teams.
Ask this client if they would like more information about this elite group. Your “unhappy client” will be thrilled to be considered an expert in this field and a candidate for this program.
“But we don’t have a Design Partner Program!” So what? When you pitch the idea to your manager and executives, you will have several clients already to participate.
Next time we’ll take a look at scenario #2.