If Nincompoop, Then Infinite Loop
(I am walking a customer through setting up a fairly complex product.)
Customer: “Next or back?”
Me: “Next.”
Customer: “Okay, now next or back?”
Me: “We do not need to change any of the default settings, so we will be hitting next on the next seven or eight screens in a row. Let me know when another option, other than next or back, appears.”
Customer: *obviously not getting it* “Okay, now do I hit next or back?”
Me: “Hit next, and also hit next on the following five or six pages until there is no more next button.”
Customer: “Okay, I clicked next. Now do I hit next or back?”
(At this point I am going insane and decide to have a little fun.)
Me: “Click back.”
Customer: “Okay, now next or back?”
Me: “Click next.”
Customer: “Okay, next or back?”
Me: “Click back.”
Customer: “Okay, next or back?”
Me: “Click next.”
Customer: “Okay, next or back?”
Me: “Click back.”
(This goes on for a few minutes until the customer realises what’s going on. Or so I thought…)
Customer: “I think it’s broken; it keeps looping through the same pages!”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
