(overshot customers = customers who cannot use all the features your product provides or don't find those features relevant. your product is providing "too much" performance or functionality for that segment)
Listening, *really* listening, is a rare superpower.
I was a bad listener most of my life.
Then I fixed that a few years ago.
Night & day difference in my leadership ability.
I learned that we can learn to listen well.
A thread on listening (and learning it from movies🎞️)
👇🏾
First, why is listening hard?
It’s because we have:
- the fear of being wrong
- an inability to be present
- a desire for validation
- a lack of curiosity
- the urge to impress
- a feeling of superiority
For an example of *bad* listening, let’s learn from this epic scene from the movie, The Darkest Hour.
The setup: World War II. There are disagreements among British leadership about whether they should pursue peace talks with Germany or an all out war.
Are we defining right, building fast, but not at desired quality?
Are we defining right, building fast, at desired quality, but not with the expected business impact?
The first question is about Inputs.
The second question is about Execution.
The third question is about Outputs.
The last question is about Outcomes.
Key bias to be aware of when diagnosing:
Availability Bias
On a product team/company where things are going okay, but could be going better, I've found this simple framework to be very powerful for understanding the biggest problem(s).
Once you identify which question poses the biggest problem for you, break that question down further.