My job nowadays is a technical one. I am part of 2nd level support team. Basically, it means I am testing the software, creating the documentations, helping colleagues around the world by training or by jumping into customers project that have some difficulties. Before that I used to be application and sales responsible in Czech Republic. I was in direct contact with customers basically every day.
Those 2 jobs have 1 thing in common. It does not matter if customer approach me, or colleague approach me with a question. A simple question about „how to“ anything in our software.
And since I am curious, I usually not give the answer right away. No sir. I am always asking WHY.
Why?
It is not because I like to be annoying. It is not because I would think that the question is stupid or wrong. I am asking because I want to see the background of the task. I am asking because I want to know if they know why they want to do something. What is the outcome of such action? What impact will this function have on the process?
It is important for me, my colleagues and the customers to understand WHY. Because then we can give a correct answer. Or alternative better solution. Or reject the question because the WHY does not justify the usage.
Please don’t take it as disrespect. We want to give the best support we can, and that can be done only when we challenge everything.
