Sigh. Yes – adults can be dramatic too, especially when they want something.
Power and Leverage – this is such a fascinating topic that underpins so many storyline and plots of both fiction (movies, drama, soaps) and in real life (e.g. political arena etc).
Plucking on someone’s heart strings is a tactical maneuver practiced by toddlers hoping to get what they want.
They are also usually employed by users (because Salesforce is so customisable and flexible!) who know that their admin can give them what they want easily.
“I need this picklist field.”
“We need to change that boolean Yes/No into a picklist Yes/No/Maybe.”
“I want an “Age” number field for the contact form.”
“I think the Gender field should be a multi-select picklist (WHAT!!! 😱)”
Always ask the why.
It helps to get users to frame their ‘want’ into a user story, because the benefit becomes the focus.
“As a Contact Centre Agent, I would like an ‘Age’ number field for the caller so that I know whether I am talking to someone young enough to know how to set up their printer (so I don’t feel guilty being sarcastic), or an old biddy (whom I will have more patience for).”
🙄
Sigh.
No.
Just no.
That User Story is so wrong in so many ways.
But at least if the users have to write it out and articulate why they want what they want, you can have an adult conversation about why they can’t have it – or how you can find a way to give them what they want or need in a different way.
Understanding a toddler/user/anyone requires patience, empathy and ability to ask gentle questions to peel back the layers in order to get to the heart of the matter.
Instead of a straight out “No”, #AskWhy.
Gently.
This is one of the best ways to get to a peaceful resolution when confronted by the tears and demands of a dramatic scene.
Also… (you know what I’m about to say!)
🍩 always helps 😋😁
