Here’s how things become complicated.
You launch a simple product with a simple interface, and one person requests an additional feature. They simply can’t use the widget unless it has the ability to sync with a particular device. So you add it, and one person is happy.
Two weeks later, you get alternate – even opposite – feedback from another customer. To keep that person happy, you release version 1.0.2. Before long, you’re adding features, re-releasing manuals, and updated 16 different links.
And this isn’t just a product issue.
- One of your seventeen employees tweets something inappropriate so you react with a six page social media guidebook
- One person says your emails are too long so you immediately change your writing style.
- One person says the service is too expensive, so you slash the price.
- One person says they would pay more, so you raise the price.
- You read about a specific meeting at company XYZ so you add it to your weekly meeting flow.
The principle here is important. You might need to respond, bud you don’t need to react. Creating a rule or policy to deal with the exception isn’t smart. Building a business or installing a model in response to your fringe customers isn’t good.
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