As a rookie product manager, I was on the first customer call with about 15 people. This customer had recently bought our product to replace an existing one that had many challenges and needed support for their business process. I listened as their IT team requested that our product work exactly like the previous one. I was surprised by this request and asked, "You invested a lot of money in this new product to help resolve your existing challenges, but now you want to return to the old ways. Is this what you need?"
Unbeknownst to me, their CTO joined the call midway and heard my statement. He asked for the call to be terminated immediately. I was nervous, and this incident could end my career.
Coincidentally, my VP of Architecture walked into my cubicle and asked me about the call. I explained the situation, feeling sheepish. He reassured me, saying, "You did the right thing but chose the wrong forum. I trust you will handle this perfectly."
Shortly after, the customer's CTO called me, expressing his anger. However, after a few minutes, he paused and said, "I appreciated what you said, but this was not the right platform." I apologized, and from there, we had open conversations on improving their business process and addressing their challenges using our product.
Phew - Everything ended well, and of course, I learned a few important lessons:
1. Being honest about your craft and your recommendations is not just a value; it's a necessity in professional relationships. Your honesty will always be valued and respected.
2. Choosing the right people and the proper forums for different conversations is a skill that empowers you and enhances your professional knowledge.
3. A good manager stands behind their team, offering support and mentorship, not reprimanding them for their mistakes. This reassurance is crucial for a healthy work environment.
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