Find and fight the fire before the customer does

In a recent email to senior Microsoft staff, Bill Gates had rather unflattering comments about a pre-release download and install process for Windows Moviemaker.

Every one of us can relate, right?

As for the message, Gates smiled and said, “There’s not a day that I don’t send a piece of e-mail … like that piece of e-mail. That’s my job.”

Exactly.

No matter how high up you are, one of your jobs is to find the problems before the customer does.

And yes, I’m sure someone will wonder aloud where he was on Microsoft Bob, or on Access 1.0, or on <whatever>. Perhaps it’s best to wonder what it would have been like otherwise:)

In the software business, we have a term called “eating our own dogfood”, which means using the software you sell to clients. Whenever possible, it’s a valuable effort because you look at things differently as an end user than as a programmer.

Eating your own dogfood can and should extend far beyond the software business.

No matter what line of work you’re in, you can find a way to…

  • Secret shop your store(s).
  • See that your friends and family have to deal with your business and your products, anonymously if at all possible.
  • Watch someone try to use your website, or listen as they call your business for help, to make a purchase, obtain service and get advice.

Find the forest fire smoldering inside your business before the client does.

One thought on “Find and fight the fire before the customer does”

  1. True. Another strategy to catch things before they affect the customers is to use in process measures that alert you not just when things fail but when things are potential problems – so management can react and prevent problems. Rather than waiting until customers get the final results of the product or service and are disappointed.

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