Don't disappoint your customer!

Article#: 00028

Date: 2020-08-29

Author: Radim

"A satisfied customer is the best business strategy of all." - Michael LeBoeuf
Both satisfaction and dissatisfaction quickly spread to other customers.
It's hard to get a disappointed customer back!

Listen to you customer.
Try to understand his needs.
If possible, develop together with your customer.

Focus on target.
Don't hurry for the solution.
The project is only finished, when it is finished!

Make the system safe, reliable and transparent.
You and your customer don't want any accident, downtime and rejects, do you?

The system has to be easy to use.
The system has to be error-free.
Test a lot! Test all requirements, all features, all functions, all scenarios.
Hand over only good quality.
The whole system is as strong as its weakest link.
If the customer constantly has problems with a weak link, he will take against the entire system.

Train the customer.
Give the customer competent documentation and teach him to use it.
Provide excellent customer care.

© Radim-Automation, 2020–2025. All rights reserved.
Sharing of this article is permitted with proper attribution (link to the original page).

Related previous articles:

• Focus on target!
• Avoid overly optimistic estimates!
• Check the result!
• Keep it simple!
• Transparency and reliability

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Comment#: 00001

Date: 2021-01-30

User: Radim

"Details matter, in fact, a hell of a lot. Your software, your product, is nothing more than a collection of tiny details. If you don't obsess over all those details, if you think it's OK to concentrate on the "important" parts and continue to ignore the other umpteen dozen tiny little ways your product annoys the people who use it on a daily basis - you're not creating great software."
- Jeff Atwood. Hyperink (2012). Effective Programming: More Than Writing Code.

Comment#: 00002

Date: 2021-01-30

User: Radim

"Getting the details right is the difference between something that delights, and something customers tolerate."
- Jeff Atwood. Hyperink (2012). Effective Programming: More Than Writing Code.

Comment#: 00003

Date: 2022-09-13

User: Radim

"One good test is worth a thousand expert opinions."
- Wernher von Braun

Comment#: 00004

Date: 2022-10-31

User: Radim

"Disciplined testing and commissioning procedures executed by qualified resources are critical for safe and efficient startup. Shortcuts here inevitably lead to ongoing operational problems, costing many times the minimal savings from reduced commissioning time."
- https://blog.isa.org/industrial-automation-projects-challenging-management

Comment#: 00005

Date: 2022-11-27

User: Radim

"As the speed of change in the business world has greatly increased, the software may be out of date by the time of completion. Therefore it is necessary to work iteratively, starting with a simpler version that the customer comments on and repeating this process several times. Sometimes, during the development of the application, some of the future customers can directly share their advice, analysis and tests, which is extremely useful."
Translated from:
- Petr Paleta. Computer Press (2003). Co programátory ve škole neučí.

Comment#: 00006

Date: 2022-11-29

User: Radim

"Engage the end user. Probably the most important person in the whole process, yet many times we may be tempted to keep them at arm’s length; you should involve the customer actively. Have them give frequent feedback on the product for future improvement and development; software developers who respond quickly to customer feedback are generally more successful."
- 5 Tips for Developing an Effective Software Quality Testing and Assurance Culture.
- https://technofaq.org/posts/2017/04/5-tips-for-developing-an-effective-software-quality-testing-and-assurance-culture/

Comment#: 00007

Date: 2022-11-30

User: Radim

New problems occur in real operation that were not expected or experienced during development or test operation.
Then you are happy if you know the system / devices well, if you know how they work, how they are connected and controlled, etc. This know-how comes simply from working on the system, from solving smaller and larger problems...

Comment#: 00008

Date: 2022-11-30

User: Radim

During development, do not use other (preliminary) hardware than the one selected for production. You gain important experience with the hardware. You will find out whether the performance is sufficient and learn how to eliminate problems that arise during development. If the software development phase is carried out on the hardware designed for sharp operation, you will experience fewer unpleasant surprises after the machine is commissioned.

Comment#: 00009

Date: 2022-12-15

User: Radim

"The entire development cycle should be structured in such a way that communication with the customer is as frequent as possible, which is ultimately more important for the success of the project than the technology used."
Translated from:
- Petr Paleta. Computer Press (2003). Co programátory ve škole neučí (Page 255).

Comment#: 00010

Date: 2023-01-26

User: Radim

"If the customer's unhappy, everyone's unhappy!"
- Dan Pilone and Russ Miles. O'Reilly Media (2008). Head First Software Development (Page X).

Comment#: 00011

Date: 2023-07-14

User: Radim

"A good interface is easy to learn, leads to faster reaction time, safer operations and higher productivity. You deserve a system that is intuitive - one that at a glance you can see what actions need to be taken and is easy to navigate."
- General Electric (2021). Modern HMI/SCADA Guidebook for Efficient Operations.
- https://www.ge.com/digital/lp/modern-hmiscada-guidebook-efficient-operations

Comment#: 00012

Date: 2023-08-11

User: Radim

"How to eliminate fifty percent of your business worries.

Everyone who wishes to present a problem to me must first prepare and submit a memorandum answering these four questions:
1. What is the problem?
2. What is the cause of the problem?
3. What are all the possible solutions of the problem?
4. What solution do you suggest?

My associates rarely come to me now with their problems. Why? Because they've discovered that in order to answer those four questions, they have to get all the facts and think their problems through. And they've done that, they find in three-fourths of the the cases they don't have to consult me at all because the proper solution has popped out like a piece o fbread popping up from an electric toaster. Even in those cases where consultation is snecessary the discussion takes about one-third of the time formely required because it proceeds along an orderly, logical path to a reason conclusion."

- Dale Carnegie. Crescent News (1944). How to Stop Worrying and Start Living.
- https://www.youtube.com/watch?v=fKzlc_N2yxw (01:07:50 - 01:09:53)

Comment#: 00013

Date: 2023-08-11

User: Radim

"Basic techniques in analysing worry:
Rule 1 - get the fact. Half the worry in the wold is caused by people trying to make decisions before they have sufficient knowledge on which to base a decision.
Rule 2 - after carefully weighing all the facts come to a decision.
Rule 3 - once a decision is carefully reached, act, get busy carrying out your decision and dismiss all enxiety about the outcome.
Rule 4 - when you or any of your associates are tempted to worry about a problem, write out and anser the following questions:
a) What is the problem?
b) What is the cause of the problem?
c) What are all possible solutions?
d) What is the best solution?"

- Dale Carnegie. Crescent News (1944). How to Stop Worrying and Start Living.
- https://www.youtube.com/watch?v=fKzlc_N2yxw (01:12:50 - 01:13:50)

Comment#: 00015

Date: 2023-08-17

User: Radim

Why is there never enough time to do it right the first time, but always enough time to do it over?

"The saying "There's never enough time to do it right the first time, but always enough time to do it over" reflects a common observation about human behavior and project management. It suggests that people often rush through tasks or projects initially, hoping to save time and effort, but end up making mistakes or producing subpar results. As a result, they eventually need to invest more time and resources to fix those mistakes or redo the work properly.

There are several reasons why this phenomenon occurs:

1. Underestimation of Complexity: People might underestimate the complexity or difficulty of a task or project at the outset. This can lead to inadequate planning and allocation of resources, resulting in mistakes or oversights.

2. Pressure to Meet Deadlines: There is often pressure to complete tasks or projects quickly to meet deadlines. This can lead to shortcuts being taken or important steps being skipped in the interest of saving time.

3. Lack of Attention to Detail: When rushing through a task, individuals might not pay enough attention to details, leading to errors that require corrections later.

4. Overconfidence: Sometimes, people might overestimate their abilities or knowledge, leading them to believe they can complete a task quickly without proper preparation or diligence.

5. Incomplete Information: In some cases, tasks or projects might be started without having all the necessary information or requirements. This can lead to incorrect assumptions and decisions.

6. Limited Resources: Constraints on resources such as time, money, or manpower might force people to cut corners initially, with the intention of fixing things later when more resources are available.

7. Learning Curve: Sometimes, tasks involve new skills or technologies that individuals need to learn along the way. Initial attempts might be suboptimal as people are still acquiring the necessary expertise.

The saying serves as a reminder that investing the necessary time and effort upfront to do a task properly can save more time and resources in the long run. Proper planning, attention to detail, and thorough execution can help prevent mistakes and the need for redoing work.

However, it's worth noting that the saying is not universally true. In some cases, rushing through tasks might yield acceptable results, and redoing work might not be necessary. It all depends on the nature of the task, the level of expertise involved, and the specific circumstances."

- https://chat.openai.com (Why is there never enough time to do it right the first time, but always enough time to do it over?)

Comment#: 00016

Date: 2023-08-18

User: Radim

"Don't dig deep into anything because it costs us money. Just pretend that we are experts and hope that the others gets the chestnuts out of the fire."
- unnamed user (own experiences leading to this ironic statement)

Comment#: 00017

Date: 2023-09-06

User: Radim

What does the customer need?

"Understanding what a customer needs is a fundamental aspect of providing good customer service and delivering products or services that meet their expectations. Customer needs can vary depending on the context, industry, and individual preferences, but they generally fall into several categories:

1. Basic Needs: These are the essential requirements that customers expect to be met. For example, if someone is buying a smartphone, their basic needs might include making calls, sending texts, and accessing the internet.

2. Functional Needs: Functional needs go beyond the basics and encompass the specific features or capabilities that customers are looking for. In the smartphone example, this could include a high-quality camera, long battery life, or a specific operating system.

3. Emotional Needs: Customers often have emotional needs tied to their purchases. They may want to feel a sense of belonging, prestige, or security when buying a product or service. For instance, luxury car buyers may seek a sense of status and prestige.

4. Convenience: Many customers value convenience. This can include factors like ease of purchase, user-friendliness, and accessibility. E-commerce websites, for instance, need to be easy to navigate to meet this need.

5. Price and Value: Customers often want to get good value for their money. They may prioritize finding products or services that offer a balance between quality and affordability.

6. Customer Support: Excellent customer service and support are essential for addressing customer needs. Prompt responses, helpful information, and problem resolution are key components.

7. Customization and Personalization: Some customers value products or services that can be tailored to their specific preferences. This could include personalized recommendations on an e-commerce site or customizable software settings.

8. Quality and Reliability: Many customers prioritize quality and reliability. They want products that work as expected and are built to last, reducing the need for repairs or replacements.

9. Sustainability and Ethics: An increasing number of customers are concerned about the environmental and ethical impact of their purchases. They may seek products or services that align with their values in terms of sustainability and social responsibility.

10. Feedback and Input: Customers also need a way to provide feedback and input, whether it's to express concerns, make suggestions, or report issues. This helps companies improve their offerings.

To understand what a specific customer needs, it's crucial to engage in effective communication, actively listen to their requirements, ask clarifying questions, and gather feedback. This can be done through surveys, focus groups, customer interviews, or simply by interacting with customers in the course of business. Meeting these needs is key to building customer loyalty and growing a successful business."

- https://chat.openai.com (What does the customer need?)

Comment#: 00018

Date: 2023-09-15

User: Radim

Complaints and identified problems are good sources of innovation.

Comment#: 00020

Date: 2024-02-14

User: Radim

Benefits and risks of software updates via remote access to customer machines

In today's agile world, quick and easy software updates are essential for maintaining technologies and systems. However, the transition from manual installation of updates to remote access raises an important discussion about the risks and benefits of this approach.

Technical feasibility and tools:
The technical aspect is not an obstacle. With today's concepts and tools, the application software can be updated on remote machines at the customer's premises.

Risks:
However, the main concerns relate to the risks associated with this procedure. There is a possibility that the installation of the new software version may cause unexpected problems that can have serious consequences. The machine may no longer be able to be started and may even no longer be accessible remotely. A specialist then has to travel to the customer. This can take up to several days and leads to expensive production downtime for the customer.

Benefits:
Conversely, remote software updates have many advantages. Customers do not have to wait for a technician to be present, which saves time and travel costs. In addition, the rapid availability of updates can improve overall customer satisfaction and increase efficiency.

Solution:
To minimize the risks associated with remote updates, clear rules and procedures must be established. These include thorough testing of updates prior to deployment, detailed data backup and recovery plans and adequate training of customer personnel.