A step into the unknown

Later this week I’ll be sitting down to talk to some people. Some very important people as it happens.

Yes, I’ll be talking to some customers.

I’m slightly ashamed to admit this is the first time I’ll have done this, formally at least and I’m not quite sure what to expect. The main thrust of the conversation is to go over some feedback we received, and I’ll be highlighting what we’ve done to address some of the issues they raised as well as pointing out some of the other good stuff we’ve done.

However, the real reason I’m setting this up isn’t really to go through their feedback, although that’s been very useful, it’s more about opening a line of communication.

Like many, we struggle to get access to our audience so this is a real step forward, I’m positively excited.

The real challenge will be repeating this, and ultimately I’m hoping it leads to some form of customer forum, but first things first.


  1. Good luck. Gordon, and I’m looking forwared to hearing how it goes.

  2. Have fun! A world where techcomm people are in regular contact with their customers is the world we need. However, some workplaces aren’t open to this idea and pushing for opportunities to speak with customers can cause trouble in the workplace for some people. (E.g. get people fired.) Not all workplaces are open to this idea and not all techcomm people have what it takes to push for this idea.

    Perhaps the trick is a grassroots move? You can monitor all channels for news about the company and then present that to management. Gather data on the side, in other words. If the customers aren’t talking openly, then you’re stuck! You might have to find stats elsewhere.

    For all those who do get to talk to customers regularly, I’ll bet there are many who remained chained to their desks in the dungeon! I am just pondering what tips to share with those poor souls so they can get more respect. I think we need some good data. You and I know talking to customers is good. So do many other people in techcomm. Management may not know this, so data, not emotions, is probably the best argument to convince them of this concept.

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