Day 12 What do you want?

When you are technical, it is easy to know what someone wants. To fix the problem, the issue is normally how to identify the problem and then find the solution.  I am now going to meetings that are far more "nuanced".  Today I was a meeting that was in theory a "Please help me" request.  Now, this was not a meeting of them asking me or my team for help, I was just the team that has been involved.  So there was a salesperson that said that "the issues that the customer is having is affecting their bottom line" which may be true but not super relevant. The team leader that was being requested asked some questions and did the typical "What support is the customer getting now?" being as this is kind of top-level support they want to be sure it has gone up the chain and have a plan for continued support.

Shocker, the customer did not have any of the three levels of support that they should have.  This is not something that is required, but it shows that the customer is not as committed to the product as they could be.  I think in some cases, this is not the customer's fault but still shows the level of partnership they are expecting.