Saturday, September 13, 2003

Consider this: My brother just got a job handling cancellation calls for the product/service I used to work on for RealNetworks. When people call in to cancel, it's his job to try to talk them out of it first, then handle the cancellation if they still insist. At the time creating this service, I considered myself passionate about the customer's needs, and took the fact that this was not a free service very seriously. At all times, the team worked towards making the product a value offering for the existing and new customer. But it hit me yesterday: I would not want my brother's job. And why not? If I was so passionate about the product, believed in it and thought it was truly of value - why would I not want to talk people into continuing it? Obviously there was holes in the quality of the product that I was not willing to face unless I took a step back. As a lesson, I will remember this position with all products I work on, and think if I would not want to work the cancellation line for this service, I'd better make some changes.
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