People don’t know how to ask for what they really want 16 Sep 2005
9 comments Latest by Joe
Kathy Sierra has a wonderful story about horse-trainer Pat Parelli and his approach to workshops and training material. Commended on how well they were able to process user feedback, Pat responded that they really didn’t do that too much. Their drive to improve came 20% from direct feedback, 80% from within the team:
We changed our entire program because WE knew we could do better. Because WE were still frustrated that people weren’t learning quickly enough or progressing through the higher levels as well as we thought they could. People still weren’t having the kind of relationship with their horse that we knew they could have, even though our students were delighted with the progress they were making. So we changed it all.
Nobody knows what they really want before they get it. Not consumers, not conference goers, not programmers, and certainly not clients. Delivering greatness requires you to let go of the safety in mediocrity where you just do as you’re told. (But sure, it’s also a gamble, so don’t come crying if you’re fired for trying — but do drop a note if it worked out ;))