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How to react to customer who “loses all faith in our work†after a couple of mistakes?
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I am in the role of a team lead of the software development team in our company. One of the departments we develop software for is headed by a manager who from time to time does the following: The software we produce for them gets a relatively big update every few months. They do the user acceptance testing and after they have discovered the first mistakes, their manager sends emails that are rather emotional than factual and explains in these emails that he lost all faith in our work and they can't trust anything else that we will produce.
What I usally do is trying to stay on the facts side and explain that it's normal in the dev cycle to find bugs and then to fix them, that's what testing is there for. While it seems odd that I need to explain this, I am wondering how I best deal with these emotional outbreaks. I always try to be very constructive, but it's sometimes hard to still be friendly to someone who can be emotional and from one minute to the next is friendly again as if nothing has happened and in a couple of months time is sending these sort of emails again.
I talked to my manager and she thinks I should just ignore these emails. Given the structure of my company I don't think escalating this further could help.
So I would be interested what you'd do or how you'd deal with these sort of non-constructive criticism from a "client". I always try to stay professional but of course these sort of emails also lead to my team being irritated. Any ideas are appreciated.
communication clients
asked 3 mins ago
ChuckTeeWaa
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up vote
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down vote
favorite
I am in the role of a team lead of the software development team in our company. One of the departments we develop software for is headed by a manager who from time to time does the following: The software we produce for them gets a relatively big update every few months. They do the user acceptance testing and after they have discovered the first mistakes, their manager sends emails that are rather emotional than factual and explains in these emails that he lost all faith in our work and they can't trust anything else that we will produce.
What I usally do is trying to stay on the facts side and explain that it's normal in the dev cycle to find bugs and then to fix them, that's what testing is there for. While it seems odd that I need to explain this, I am wondering how I best deal with these emotional outbreaks. I always try to be very constructive, but it's sometimes hard to still be friendly to someone who can be emotional and from one minute to the next is friendly again as if nothing has happened and in a couple of months time is sending these sort of emails again.
I talked to my manager and she thinks I should just ignore these emails. Given the structure of my company I don't think escalating this further could help.
So I would be interested what you'd do or how you'd deal with these sort of non-constructive criticism from a "client". I always try to stay professional but of course these sort of emails also lead to my team being irritated. Any ideas are appreciated.
communication clients
asked 3 mins ago
ChuckTeeWaa
1
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
add a comment |Â
up vote
0
down vote
favorite
up vote
0
down vote
favorite
I am in the role of a team lead of the software development team in our company. One of the departments we develop software for is headed by a manager who from time to time does the following: The software we produce for them gets a relatively big update every few months. They do the user acceptance testing and after they have discovered the first mistakes, their manager sends emails that are rather emotional than factual and explains in these emails that he lost all faith in our work and they can't trust anything else that we will produce.
What I usally do is trying to stay on the facts side and explain that it's normal in the dev cycle to find bugs and then to fix them, that's what testing is there for. While it seems odd that I need to explain this, I am wondering how I best deal with these emotional outbreaks. I always try to be very constructive, but it's sometimes hard to still be friendly to someone who can be emotional and from one minute to the next is friendly again as if nothing has happened and in a couple of months time is sending these sort of emails again.
I talked to my manager and she thinks I should just ignore these emails. Given the structure of my company I don't think escalating this further could help.
So I would be interested what you'd do or how you'd deal with these sort of non-constructive criticism from a "client". I always try to stay professional but of course these sort of emails also lead to my team being irritated. Any ideas are appreciated.
communication clients
asked 3 mins ago
ChuckTeeWaa
1
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
I am in the role of a team lead of the software development team in our company. One of the departments we develop software for is headed by a manager who from time to time does the following: The software we produce for them gets a relatively big update every few months. They do the user acceptance testing and after they have discovered the first mistakes, their manager sends emails that are rather emotional than factual and explains in these emails that he lost all faith in our work and they can't trust anything else that we will produce.
What I usally do is trying to stay on the facts side and explain that it's normal in the dev cycle to find bugs and then to fix them, that's what testing is there for. While it seems odd that I need to explain this, I am wondering how I best deal with these emotional outbreaks. I always try to be very constructive, but it's sometimes hard to still be friendly to someone who can be emotional and from one minute to the next is friendly again as if nothing has happened and in a couple of months time is sending these sort of emails again.
I talked to my manager and she thinks I should just ignore these emails. Given the structure of my company I don't think escalating this further could help.
So I would be interested what you'd do or how you'd deal with these sort of non-constructive criticism from a "client". I always try to stay professional but of course these sort of emails also lead to my team being irritated. Any ideas are appreciated.
communication clients
communication clients
asked 3 mins ago
ChuckTeeWaa
1
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
asked 3 mins ago
ChuckTeeWaa
1
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
asked 3 mins ago
ChuckTeeWaa
1
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
asked 3 mins ago
ChuckTeeWaa
1
asked 3 mins ago
ChuckTeeWaa
1
1
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
New contributor
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
ChuckTeeWaa is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
add a comment |Â
add a comment |Â
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ChuckTeeWaa is a new contributor. Be nice, and check out our Code of Conduct.
ChuckTeeWaa is a new contributor. Be nice, and check out our Code of Conduct.
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ChuckTeeWaa is a new contributor. Be nice, and check out our Code of Conduct.
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