Kevin Richardson on getting to the Why

By Mike Gerholdt | November 13, 2014

This week on the podcast we talk to Principle Customer Success Manager, Kevin Richardson. Kevin shares with us a great approach that he uses with customers to understand features and functionality by asking Why. While this may sound simple this is a powerful way to understand feature requests. Kevin also gives us a great example of why asking why is important.

Whether you are a solo admin or one who works in a group, this is a great podcast to help you understand business process and deliver functionality that exceed your users and executives expectations. And we give big shoutouts to Salesforce MVPs Shell Black (@Shell_Black) and Geraldine Gray (@GeraldineGray).

You can follow Kevin on Twitter at: @klrichardson

Here is a great example from Kevin-

Problem: The Washington Monument was disintegrating

Why? Use of harsh chemicals
Why? To clean pigeon poop
Why so many pigeons? They eat spiders and there are a lot of spiders at monument
Why so many spiders? They eat gnats and lots of gnats at monument
Why so many gnats? They are attracted to the light at dusk.

Solution: Turn on the lights at a later time.

Community Spotlight

This is you chance as a community to shine and be featured on the podcast! If you are active in the Salesforce Success Community, a blogger, or on twitter we will be highlighting posts that are helping Admins become #AwesomeAdmins. And if you find a post that was helpful to you, or want to suggest it for the show be sure to tweet or post it to the success community using the hashtag- #AwesomeAdmin . Check out what other Admins are saying by following the hashtag #AwesomeAdmin on Twitter.

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ABOUT THE AUTHOR

Mike Gerholdt

Mike Gerholdt is the Senior Director of Salesforce Admin Evangelism at Salesforce. He is part of a group of World-class Admin Evangelists who are helping Salesforce Admins realize their dreams by being technology leaders and advancing their careers.

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