One of the interesting ideas he promoted was the idea of ‘gifts’. A gift as he explains it, is any additional work above and beyond what is required as part of the ‘transaction’. The transaction is fulfilling your end of the bargain for their end of the bargain. Seth Godin explains a transaction as
If I sell you something, we exchange items of value. You give me money, I give you stuff, or a service. The deal is done. We’re even. Even steven, in fact.
And he explains a gift as
If I give you something, or way more than you paid for, an imbalance is created.
Lets say a client is having an issue and after some digging, you have an insight where a slight change not only resolves the current problem, but prevents a similar problem from occurring throughout the entire application. The client did not offer to pay for it, and you can’t charge them, as a matter of fact, if you are a consultant, it will reduce future billable work from the client to fix the future problem. The insight and change is a gift.*
Seth continues with regards to the gift:
That imbalance must be resolved.
So how is this imbalance resolved? … Appreciation
Yep … that’s it.
If you have a particularly astute client/employer, you may receive additional work and referrals as a consultant, or a bonus, raise, and/or promotion as an employee, but these are peripheral. Appreciation is the critical element for the recipient to experience**. If your gifts are not appreciated, the client/employer does not value what you have to offer and both of you should seek out more compatible relationships.
So why give a gift? Personally, I give gifts because I want to create the best software I am capable of creating. Creating beautiful software, not just meeting requirements, is the very nature of craftsmanship. Beautiful software is a gift. I can’t write software without gifts. I am actually repulsed by the thought of merely delivered what was asked for since the requirements are always missing something. Yes I’m repulsed. It reminds me of those Mad magazine comics; ‘If kids designed their own xmas toys’. With few exceptions, the results would be horrendous!
Unfortunately, I’ve noticed a downward cycle with the reception of my software gifts. I’ve noticed when starting a new position, gifts are recognized and appreciated. You are ‘the man’ (or woman) and everybody is ecstatic with every gift. However the appreciation always seems to dissipate. Maybe it’s a ‘familiarity breeds contempt’ type of thing, or perhaps it’s just me (but I don’t think it is).
I believe there are 5 phases of perception regarding the receipt of your gifts:
- Worshiped – You are new with the client/employer and your gifts are truly unexpected, recognized as such, and are appreciated. You get thanked a lot by every recipient.
- Valued – You’ve been here for a while, and although these above and beyond tasks are appreciated, they’re not exactly unexpected anymore. You don’t get thanked much, but they realize you are a valued service provider.
- Unappreciated – Your gifts are expected and/or unrecognized, but unappreciated any way you slice it.
- Tolerated – Your gifts are viewed as a time consuming waste of effort, but tolerated. You continue to provide them out of a desire to do a good job.
- Rejected – Your gifts are rejected and no longer tolerated. Every suggestion of doing something with additional benefit is rejected.
In my opinion, the transition from Worshiped to Valued is normal, expected, and even desired. People can’t run around thanking you for the rest of your life, nor would you want them to. It might get a little creepy. 😉
The transition from Valued to Unappreciated is your cue to leave. This is a downward slide, and it’s unlikely that things are ever going to move back up to Valued***. You are in a great position to find other work, you have plenty of time to find the ideal next job or project, and you are leaving on a high note with a favorable memory still in their minds. However, you do need to be objective in your observation, your gifts may still be recognized and appreciated, but the feedback you are receiving is based on another pressing issue at the company and is misleading.
If you’ve moved to Tolerated or Rejected; you have completely missed your cue to leave and there is an obviously serious disconnect between what you are offering as a gift and what management perceives as valued. Regardless of the reason, both you and the client/employer might need to seek more compatible relationships***.
So what if the problem is not in the ‘perception’, but you have actually become complacent and are no longer delivering the gifts? If this is the case, you had better get back on track, because these gifts are your value added proposition and the only thing separating you from the lowest cost outsourcing alternative.
*This is not a gift if the change took a significantly larger amount of time which the client did not agree to.
** The appreciation does not have to be communicated, but it must be felt by the recipient.
*** It has occurred to me that gifts could be ‘adjusted’ to more closely align with what management values. However, I think this idea is flawed since your ‘gift’ is your best ideas at improving the software, where as management is mostly interested in features, which is completely different.
Copyright © John MacIntyre 2010, All rights reserved