Have you ever heard a computer support tech talk about a customer as a “picnic“? That isn’t a term of endearment…it is actually an acronym:
Problem In Chair, Not In Computer
How often does that occur in your organization…when the customer (or end user) struggles with a lack of training (or experience) and then blames the equipment or process when it doesn’t produce the desired result?
I confess that when I encounter those situations, my internal tendency is to point out that person’s lack of knowledge…to make sure they know the equipment is not to blame.
How does that help? All I am doing is making that person feel smaller.
Assigning blame does not create a desire in them to learn. It actually leads to the opposite – a resistance to listening. This tendency to blame the user can hurt our shared goal of growing our knowledge and shared understanding.
How about you? How do you react when someone unfairly blames your process or equipment?
Thanks for listening.