This is a tough one to write but we are all guilty of it. I’m writing a website dedicated to living my own life through Salesforce1 and I still catch myself making a quick memo in OneNote or using some stupid default message pad that came with my Android phone.
So, if you as an Admin are catching yourself doing this, imagine what your users feel like when the system is pushed onto them involuntarily. I’ll tell you right now that every business starts out thinking that they’ll change the way people do business. You can give people the best system in the world, but if you don’t catch them in time they’ll quickly revert back their old ways. This results in making Salesforce into exactly what they had before with no gain, just a different system of record. I see this all the time. Requirements for Salesforce quickly change from solving a problem to needing some detailed piece of information because users are used to having it, and therefore must have it moving forward. Never mind how often it’s actually reported on or reviewed by management.
I’ll be getting to this more in future blog posts, but something as simple as building an App for my wife to use has been a real eye opener in terms of what and what shouldn’t be requested of people as they are entering data. I was basically trying to replicate an already existing app and she was able to point out the pieces she didn’t care about. If you don’t give your front end users the chance to point out the redundant fields, then you are doomed to repeat them. Management will assume that they are important because they are there. It’s always important to take that step back, or stop the business when they start going down the path, and asking the question: “Does this field really matter?”
So back to adoption, always try to think of others. You’ll naturally think that anything you create is probably better than it actually is. Try to put it in the hands of someone else and push them to tell you what is wrong. If their response is that it’s ok, or that it will do, then clearly they don’t like it and neither should you. Something that is OK to a subject matter expert or a champion will never get adopted by the general user base.
To quote the legendary Stinger from Top Gun:
You need to be doing it better, and cleaner than the other guy
The real line starts at about 40 seconds
Hard to believe that such great advice came out way back in 1986. I’ll be quoting more Top Gun over time.
As a general rule, if it is just OK to you, don’t release it unless you have to. This is the old IT mentality of delivering based on business requirements that just doesn’t work anymore. You need to be delivering value, and be proud of what you put in front of people. If there is a piece of your release that you feel is lacklustre, then be prepared to defend why it is that way and what will be done moving forward to make it better. One of the great things about Salesforce is the quick turnaround time on changes, make sure people know that an easy fix won’t take 6 months of regression testing to get done. You’ll get much more engagement right away if you can set expectations above what they have become accustomed to.