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Them: Our CEO just doesn't understand product. All they care about is sales.
Me: How so?
Them: We haven't done proper research, there's no user on-boarding, we're not measuring churn...
Me: Why not?
Them: They just don't care.
Me: How so?
Them: We haven't done proper research, there's no user on-boarding, we're not measuring churn...
Me: Why not?
Them: They just don't care.
Me: But you're the head of product right?
Them: Yes
Me So you've explained the importance of all of those things?
Them: Well it's obvious isn't it?
Them: Yes
Me So you've explained the importance of all of those things?
Them: Well it's obvious isn't it?
Me: But you've actually made a case for those things?
Them: The product team have been talking about this stuff for ages.
Me: And the CEO was involved in those conversations?
Them: Well no, but...
Them: The product team have been talking about this stuff for ages.
Me: And the CEO was involved in those conversations?
Them: Well no, but...
Me: But you know the CEO doesn't want them
Them: Yes, that's the impression I get.
Me: They've told you this directly.
Them: Well no, not really....
Me: So what's actually stopping you then?
Them: Yes, that's the impression I get.
Me: They've told you this directly.
Them: Well no, not really....
Me: So what's actually stopping you then?
I'm amazed how often people assume that information that's obvious to them (because they've been working in the specialism their whole life) is just assumed to be widely understood by everybody.
And when things don't naturally align with those norms, values or beliefs, we assume somebody above us has made a bad decision. It's possible that they have, but it's also possible that this decision has been made because you've failed to communicate the issue properly.
It's also possible that no decision has been made and the people involved are just naturally heading in the same direction, based on their own personal instinct and what's worked in the past.
