The Shredded Mystery!
A young executive was leaving the office at 6 PM when he found the CEO standing in front of a shredder with a piece of paper in her hand. “Listen,” said the CEO, “this is a very sensitive and important document and my secretary has left. Can you make this thing work?”
“Certainly, Madam” said the young executive. He turned the machine on, inserted the paper, and pressed the start button.
“Excellent, excellent!” said the CEO as her paper disappeared inside the machine. “I just need one copy.”
Funny story. Sober takeaway. The CEO should have given clearer instruction. Alternatively, the young executive should have clarified before the action.
Relevance? The CEO in the above story is a “customer” metaphor. The young executive is an “IT professional” metaphor.
When customers give us projects, sometimes they don’t explain things as well as they should. Like this CEO, they assume that we know what they want. They are ignorant, not dumb. Many times, they are clueless on outsourcing itself—the culture, work flows, time zones, often even the faces!
We can’t control customer behavior. But what we can control is our approach. How? By clarifying the tiniest of project-related doubts. Sometimes, even at the cost of sounding incredibly stupid. It beats having to shred the project they trust us with!