“What did I do for the customer today” is often in principle not answerable within megacorps. If you’re the person who fixes a new employee’s password issues, you have to do mental gymnastics like “I helped X fix their password, then X created a new Jira ticket for Y, Y helped scope and plan the ticket in Z’s sprint, Z gathered requirements and assigned it to A, A paired with B and they wrote code that removed extraneous serifs from the new widget font, C reviewed their code, D took the new deployment to the mobile team who QA tested it, then E stamped approval on a new rollout of the app, and now users of iOS 13.6.9 who also specifically only use Firefox Focus won’t see extraneous serifs in the font on the widget tab in their account page. Let’s crack the champagne everyone!”
The degree of behemoth incrementalism is so extreme that outside the immediate blast radius of your work, there is no serious, intellectually honest way to connect the dots between your effort and the user. It’s like shipping a rover to Mars. You do a shitload of work and hope several time units later when it actually lands, that your work has some barely perceptible positive contribution to the sum total outcome.
And all this is even worse in companies where it’s not clear to anyone whether the user is the product or the customer. Just imagine that. “How did you help the user today?” should make you freeze like a deer in headlights. Do you mean the ad company who can target Starbucks-drinking soccer moms in Texas better now because of our cool new image filter for posting kid sports pictures? Or do you mean the soccer moms themselves? Or do you mean the NSA we are allowing access to all this data on both the advertiser and the soccer moms? Or do you mean the VCs?
Leaders who say platitudes like “what did you do for the customer” are just extremely arrogant know-nothings. They can use the stick of “the customer always comes first” to indiscriminately beat, shame or fire anyone that they conveniently need to attack, no matter how unrealistic it is to demand this kind of direct customer impact accounting.
Employees aren’t braindead morons who subscribe to your company like a religion. But that is exactly what this type of thinking is meant to induce.
