๐ Helping Customers Effectively
๐ก Newskategorie: Programmierung
๐ Quelle: devblogs.microsoft.com
I have to put a disclaimer here since this is not the usual type of blog posts I write. Iโm by no means a master at communication. This is just what I thought that seemed to work well. YMMV of course. But Iโd be very happy if they help you in some way โcause many of us work with customers. And I welcome your thoughts and suggestions.
I have talked to customers a lot since I started working on the GC. This is in the context of helping customers to handle and resolve issues they are seeing.
1. The intention of helping should be genuine
I am naturally the kind of person who wants to help with coming up with a solution when I see a problematic situation. But an equally important reason in the professional context is that I think that itโs actually a bit misleading to say โhelp customersโ โcause it makes it sound like โIโm the giver and the customer is the receiverโ. In reality the end result of helping customers is largely to help ourselves โcause we wouldnโt be here if we didnโt have customers . If you think about this, the empathy for customers will come naturally and you will genuinely want to help.
Iโm sure we all have had this experience โ when you sense someone doesnโt actually want to help you, itโs never a pleasant experience.
2. Respect others and assume the best intentions
Respect is a 2-way street so this is really a suggestion for all parties involved.
I have definitely come across my share of customers who simply didnโt make it easy for themselves to be helped. Iโve worked with people who were hostile and/or demeaning and/or didnโt care to make any effort to try any solutions and only continued to complain. But most folks Iโve worked with were very reasonable. Some were so accommodating and that Iโm really grateful that I have customers like them. By default I always treat someone new I talk to with respect. And I never felt the need to change this default. I always assume that thereโs a good reason why they have or have not done something.
When I ask someone for help, Iโm always appreciative โ this doesnโt just mean to say โI appreciate your helpโ, much more importantly, having a clear description of the issue and showing them what you have already tried shows that you have respect for their time. It makes people much less interested to help you when they need to pull the info out of you. Weโve probably all seen the cases where someone is like โItโs broken. Can you look at it?โ with no description of what they are doing, what version of the product they are using, whether they have collected dumps/traces and whether they have done any analysis at all and when you ask them they give minimal answers.
Iโm actually totally fine with it when people come to me but havenโt done much investigation on their own, as long as they are willing to do it if it helps to resolve the issue. I understand that people have different experiences โ there are hardcore perf folks who do memory analysis on a daily basis โ honestly Iโm impressed with the level of investigation and understanding from some customers Iโve worked with and deeply appreciative of them. And there are folks who just havenโt had the need to learn about memory and thatโs fine (in a way this is a good sign โ it means GC and our libraries work well enough that they donโt need to care). Sometimes this actually shows a problem on our side โ it may mean our doc is too hard to discover or our explanation is simply insufficient. Over the years Iโve put in a lot of effort in improving the tooling and the documentation so itโs easier for the customers to discover and diagnose problems on their own.
If I have any doubts about the feasibility of my suggestions I would end the conversation with โDoes this sound reasonable to you?โ which provides a clear opportunity for them to voice their concerns. I myself find that very helpful when other people say it to me so Iโd like to believe itโs helpful when I say it to my customers.
3. Understand the problem before suggesting solutions
This sounds obvious but youโd be surprised how often people would jump ahead of themselves and talk about solutions without much understanding of the problem they are trying to solve. Itโs interesting โcause Iโve seen this on both sides. Some of us would start spelling out various solutions that may be useful or just enumerate solutions theyโve tried and worked before; and some customers would want suggestions before they explain what the issues they are facing actually are.
Understanding the problem often means getting data or sometimes even trying out a prototype in order to get data. And I completely understand that may not be feasible so thereโs definitely a time and place that calls for โhey, Iโve worked on this for a while and have seen many cases, and here are the possible causes/solutions you should tryโ. But Iโve definitely seen this happen way before itโs concluded thatโs not feasible or without even thinking about the feasibility at all.
When I request info from folks, I explain why Iโm requesting it, ie, what kind of things it would help me figure out so we can make forward progress. This helps with justifying the time theyโll need to spend to get the info.
4. Convey applicable information
When I describe the solution/workaround, I include 2 pieces of info โ the diagnostics I did, in a way thatโs relevant to the issue and the action items for the customer and/or for us.
Iโve seen devs write long emails that mentioned a lot of info when responding to an issue, yet itโs not obvious how each piece of info is related to the issue at hand and more importantly, not obvious what the action items are. Most of the info may not be important for the customer to understand at all to resolve the issue and especially when folks are under time pressure (which means they are busier than usual), this doesnโt exactly help with the situation.
I have a coworker who does this exceptionally well โ he would describe the root cause and the fix/workaround at the beginning of his email in a concise yet informative way, and specifically say โthe rest of the email is the details that you only need to go read if you are curiousโ. And the rest of his email describes things in very much detail.
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Of course, as mentioned in the beginning, this is all in the context of helping to resolve issues. If you are helping customers in a different context, eg. โIโm writing a blog post to tell my customers some info about my product that they may not need in their daily work but just โcause they are a curious bunchโ then of course some of this does not apply.
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