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« Bigger station, bigger income! | Main | The story of a good man »

November 15, 2007



Well I can guess the customer was McDonnel Douglas. Seems that it must be a long time ago since MD doesnot exist anymore as a separate company.

Good Story.


Often times, when people ask for feedback, they are not prepared to listen to criticisms. As a human being, you always wanted to hear praises in a feedback and I am of no exception. It was fortunate for the "rookies" that the company's customer understood that they were the one who asked for feedback and the "rookies" were behaving like engineers.

Having said that, this is also a perfect example of why for all the so called "general education" that the engineering major requirs, I'd gladly trade all that away for a class on how to deal with people. If I were the boss of those "rookies", before I kick 'em out of my office, I'd send each one of them with a copy of "How to Win Friends and Influence People" by Dail Carnegies.

Before reading that book, when people ask me for feedback, I'd behave exactly like an engineer always pointing out problems (read criticisms). However, after reading the book, it tought me a very important lesson that you should never criticize, condemn or complain. Even though the rookies in this story had good intention, but to the customer when they heard the feedback, it was the same as criticism. Naturally their customer became defensive and constantly had to justify to the "rookies" of the choices that they made. This of course resulted in getting everyone lots of unwatned attention.

If I was one of those rookies, I'd start out with what was done right. This demostrate that I was listening to the presentation. I would then point out and ask if it would be more effective if they would also implement some of the design choices that their competitors are doing because it generated good feedback. While doing so may not win me any of those cool neck tie pins, but I would not have to deal with unwanted attention afterwards and maybe make some friends/bridges with the customer in the process.

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