If one person is talking analytically and the other is talking about meaning-making, then you’re each trying to have different conversations. One of you is talking about how to do something and the other is talking about how to motivate people to do something. If at all possible you should let the first person lead; if they’re diligently working on the problem then they’re motivated enough.
To consider your support team example: they seem to be assuming that if their product works well, customers will be satisfied. That’s not a terrible strategy, and it puts the focus on something they can control (the product). If you could point to something else about the customer experience that’s causing customer dissatisfaction, they would probably understand the problem and deal with it. But if there’s nothing specific that needs addressing otherwise, it’s probably best just to let them focus on getting the instrument to work as well as possible.
And of course, maximizing customer satisfaction is itself a strategy toward achieving your real goal, which is profit. Companies don’t give their flagship products away for free*, no matter how much it would please the customers.
*With the exception of some loss leaders that are carefully calculated to grow revenues over the long term.
If one person is talking analytically and the other is talking about meaning-making, then you’re each trying to have different conversations. One of you is talking about how to do something and the other is talking about how to motivate people to do something. If at all possible you should let the first person lead; if they’re diligently working on the problem then they’re motivated enough.
To consider your support team example: they seem to be assuming that if their product works well, customers will be satisfied. That’s not a terrible strategy, and it puts the focus on something they can control (the product). If you could point to something else about the customer experience that’s causing customer dissatisfaction, they would probably understand the problem and deal with it. But if there’s nothing specific that needs addressing otherwise, it’s probably best just to let them focus on getting the instrument to work as well as possible.
And of course, maximizing customer satisfaction is itself a strategy toward achieving your real goal, which is profit. Companies don’t give their flagship products away for free*, no matter how much it would please the customers.
*With the exception of some loss leaders that are carefully calculated to grow revenues over the long term.