A Systemic Failure To Communicate
Every trade and activity has its own peculiar jargon. The software industry’s has large percentage of attitude. It will cost this software company more than the loss of a potential sale. Unfortunately, this company has lots of company.
Any economic activity can only exist if it more than pays for itself, and the only way it can do that is by providing someone else more value than the cost of the money it takes to procure a product or service. Basic stuff, been around for a very long time. That suggests an element of mutual trust, which leads easily enough to clear and concise communication.
The communication depicted here might have meaning to the programmer-techie who allowed it to happen, but to the customer (i.e., the person writing the check) it’s certainly not amusing. It’s bad enough to have to put up with attitude, or with a Mensa wannabe, or with a requirement of clairvoyance to work with what should be a productive asset.
It turns out that this exception was because the database logon was incorrect. Why the error message couldn’t say that is puzzling to the check-signer. Even more puzzling is why a basic functionality test cannot be done to get issues like these out of the way before the main event is started.
Unfortunately, this exception was followed by even more, all requiring an interceding priest (aka a programmer-techie) to analyze and interpret and then guess as to the cause before the problem is fixed, which only expanded the horizon to the next exception.
But not for long. If the programmer-techie was indifferent and sloppy in handling as well as communicating exceptions, then the entire program must be similarly sloppy and indifferent.
This from a software company that’s been doing seven figures in sales for several years running now. At the very least, it should make sure that only housebroken programmer-techies be allowed to have contact with real customers. Clearly a failure of Darwinian Theory.
The software company lost more than one potential sale. Customers talk, have blogs, attend networking meetings, and learn very quickly. And, all other software companies are going to have to work harder, give away more, learn to enjoy eating crow, to get any business from customers like these who are not very happy at the shoddy goods being offered.
We’re ready, and have been for some time. Of course, software that works is one of our hallmarks.
Tags: communications failures, housebroken programmers, insulting customers, loss of trust, programmer-techies