Meeting Title: Client Feedback Process Improvement Discussion Date: 2025-09-12 Meeting participants: Awaish Kumar, Alexander Lubka
WEBVTT
1 00:05:32.640 ⇒ 00:05:34.480 Alexander Lubka: Hey, Wish, sorry for being late.
2 00:05:39.370 ⇒ 00:05:40.550 Awaish Kumar: Hello.
3 00:05:41.710 ⇒ 00:05:42.239 Alexander Lubka: Pam, how are you?
4 00:05:42.960 ⇒ 00:05:44.570 Awaish Kumar: I’m good, how about you?
5 00:05:45.060 ⇒ 00:05:49.289 Alexander Lubka: Pretty good. Yeah, sorry, we were just interviewing a PM candidate. Sorry for being late.
6 00:05:50.050 ⇒ 00:05:51.130 Awaish Kumar: No worries.
7 00:05:52.710 ⇒ 00:05:53.999 Alexander Lubka: Alright, how can I help?
8 00:05:55.580 ⇒ 00:06:05.100 Awaish Kumar: Yeah, like, I… just want to discuss about, like, as Utah mentioned in the Slack message.
9 00:06:05.210 ⇒ 00:06:12.429 Awaish Kumar: Regarding the team, communication, so, like, some…
10 00:06:12.570 ⇒ 00:06:23.099 Awaish Kumar: what I’m seeing is from the PM, also from, for example, a account executive, sometimes the information is coming as raw.
11 00:06:23.420 ⇒ 00:06:29.970 Awaish Kumar: In the engineering, team, channels, or, like, in the broader engineering teams.
12 00:06:30.040 ⇒ 00:06:49.650 Awaish Kumar: like, anything they got from client, and not exact messages are being copied, but, like, the… the theme, or how the… the anger is being, like, shared as such with a broader team, and it… and I… as an engineering lead, I feel,
13 00:06:49.800 ⇒ 00:06:58.130 Awaish Kumar: That everybody is, like, then stressed out, and, like, instead of focusing on tasks, they, like.
14 00:06:58.290 ⇒ 00:06:59.929 Awaish Kumar: Fear to have, like.
15 00:07:00.080 ⇒ 00:07:06.340 Awaish Kumar: Okay, will they be fired, or, like, they will face the punishments, or things like that?
16 00:07:08.410 ⇒ 00:07:10.489 Alexander Lubka: Can you… can you give me an example?
17 00:07:13.170 ⇒ 00:07:22.209 Awaish Kumar: Yeah, like, like… I… Yeah, I don’t have right now the exact skin charge, so…
18 00:07:22.310 ⇒ 00:07:32.519 Awaish Kumar: those messages, but yeah, example is that, like, on the Eden, like, we have, sometimes we do have some outages, right? So, a data…
19 00:07:32.670 ⇒ 00:07:33.530 Awaish Kumar: Come on.
20 00:07:33.650 ⇒ 00:07:44.830 Awaish Kumar: Issues, which basically, the stakeholder sees the data, and then,
21 00:07:45.000 ⇒ 00:08:01.409 Awaish Kumar: They basically, it’s not, as expected, or they’re not confident with the metrics that are being shown, and they, like, send us some angry messages that, okay, we don’t have confidence in your dashboard, or…
22 00:08:01.700 ⇒ 00:08:05.230 Awaish Kumar: And blah blah blah, you have been working on this for a few times.
23 00:08:05.380 ⇒ 00:08:12.109 Awaish Kumar: Like, a few days, and it’s still not yet developed, or something like that, and sometimes it’s…
24 00:08:12.850 ⇒ 00:08:25.799 Awaish Kumar: it’s not actually the case also, like, the client feedback is also, like, biased by the human mood, right? So sometimes they can just show more anger than
25 00:08:25.840 ⇒ 00:08:36.740 Awaish Kumar: Or, like… like, because maybe they are might… they might not have the complete picture, so they are just nervous about it. But because we are…
26 00:08:36.780 ⇒ 00:08:46.049 Awaish Kumar: not their team members, like, their external company, they can just throw whatever comes in their mind, right?
27 00:08:46.110 ⇒ 00:08:52.380 Awaish Kumar: So, what happens is that, like, when… and that feedback generally goes to AE from
28 00:08:52.530 ⇒ 00:08:56.220 Awaish Kumar: account executive, like, or the PM.
29 00:08:56.500 ⇒ 00:08:57.849 Awaish Kumar: And,
30 00:08:58.170 ⇒ 00:09:12.459 Awaish Kumar: then, what I see is that, like, like, on the eating, that happened, like, some data issues, then, like, some angry messages from client, and then that, that angry reaction just,
31 00:09:13.360 ⇒ 00:09:16.790 Awaish Kumar: We’re on a client… internal client channel.
32 00:09:16.890 ⇒ 00:09:21.259 Awaish Kumar: got a message from the PM or AE, or stating that, like.
33 00:09:21.460 ⇒ 00:09:31.370 Awaish Kumar: This is happening for two days, and it’s really bad, and, like, the… and everyone is tagged, and it’s…
34 00:09:31.930 ⇒ 00:09:38.089 Awaish Kumar: So, it’s, like, in the same kind of… What do you say, the…
35 00:09:38.660 ⇒ 00:09:54.390 Awaish Kumar: same anger, which is just being shown here, instead of any, like, this is urgent, like, instead of the… actually, for example, filtering that out and formalizing the request and sending it, like, okay, these are the…
36 00:09:54.540 ⇒ 00:10:05.730 Awaish Kumar: urgent issues, like, we want to have it done by end of day today, and we’ll… and, like, instead of having clear path, that will… and the… the…
37 00:10:06.520 ⇒ 00:10:13.059 Awaish Kumar: in the ask from team members for the… like, I… I do understand there’s an urgency, and…
38 00:10:13.430 ⇒ 00:10:23.219 Awaish Kumar: We want to cater that, but yeah, I just want to figure out the tone, like, I want to… don’t want this go as raw in the team channels.
39 00:10:24.630 ⇒ 00:10:25.300 Alexander Lubka: Right.
40 00:10:25.400 ⇒ 00:10:29.580 Alexander Lubka: So, currently, the feedback comes in…
41 00:10:29.810 ⇒ 00:10:33.770 Alexander Lubka: From… or in a channel that the engineering team isn’t in.
42 00:10:35.600 ⇒ 00:10:36.250 Alexander Lubka: Is that right?
43 00:10:36.250 ⇒ 00:10:37.739 Awaish Kumar: Feelment from the client?
44 00:10:38.120 ⇒ 00:10:38.780 Alexander Lubka: Yeah.
45 00:10:39.330 ⇒ 00:10:48.240 Awaish Kumar: Yeah, feedback from the client comes in, maybe in a direct messages or a phone call to AE or direct Slack messages to PM.
46 00:10:48.740 ⇒ 00:10:53.180 Alexander Lubka: Okay, good. So, like, there is the opportunity to filter it correctly.
47 00:10:53.690 ⇒ 00:10:54.070 Awaish Kumar: God.
48 00:10:54.070 ⇒ 00:11:03.809 Alexander Lubka: The problem is it’s just not being done correctly. It’s pretty raw, and the PM or the AE isn’t, making it actionable. They’re just
49 00:11:04.780 ⇒ 00:11:11.929 Alexander Lubka: Kind of throwing it up back at the engineers, which is not good for tone, or morale, or,
50 00:11:12.080 ⇒ 00:11:14.760 Alexander Lubka: Having something actionable to come from it, is that right?
51 00:11:15.140 ⇒ 00:11:15.910 Awaish Kumar: Hell yeah.
52 00:11:16.250 ⇒ 00:11:19.759 Alexander Lubka: Okay, that makes… that makes sense. Yeah, that’s not right for them to do.
53 00:11:20.200 ⇒ 00:11:34.809 Alexander Lubka: They need to control the message… that’s their job to control the messaging more, and provide the engineering team with feedback, and also actionable things and priorities for how to address the issue that comes in. They don’t need to see the… the motions of it, if there are any.
54 00:11:36.110 ⇒ 00:11:40.499 Awaish Kumar: So I think we’re on the… if that’s… if that’s how you feel too, then I think we’re on the same page for that.
55 00:11:41.260 ⇒ 00:11:47.830 Awaish Kumar: Yeah, yeah, that’s what I feel, and that’s why I, like, brought it up, like, so… I appreciate that, yeah, totally.
56 00:11:49.470 ⇒ 00:11:56.239 Alexander Lubka: Okay. Is it… you can be honest, is it just… is it just Amber, or is there other people that are doing it too?
57 00:11:57.760 ⇒ 00:12:05.580 Awaish Kumar: So, normally, like, Like, only 3 people, have access, to…
58 00:12:05.980 ⇒ 00:12:11.369 Awaish Kumar: To have such kind of feedback from clients. Amber, Robert, and Utah.
59 00:12:11.810 ⇒ 00:12:21.160 Awaish Kumar: Okay. So, only these are the ones… only the Otam and Robert are account executives. So, either it’s some… somewhere… something…
60 00:12:21.400 ⇒ 00:12:36.240 Awaish Kumar: from Robert, or maybe something from Utam, like, because I haven’t worked directly on the same clients as Utam, because… so I don’t know how he shares, but, on this… in the side where we have Robert with… and… and the…
61 00:12:36.240 ⇒ 00:12:41.730 Awaish Kumar: the amber, I could see that it comes as raw.
62 00:12:43.330 ⇒ 00:12:50.520 Alexander Lubka: Robert’s is not as… is more filtered, or it’s still… there’s still issues with the feedback you get through Robert.
63 00:12:52.950 ⇒ 00:12:57.620 Awaish Kumar: No, no, like, what I’m saying that, so…
64 00:12:58.220 ⇒ 00:13:14.869 Awaish Kumar: the client feedback goes to Robert. I know, like, Robert is already busy with hundreds of things, and he got an angry message, which… which is always good to hear, so then it, is coming as it is.
65 00:13:15.680 ⇒ 00:13:19.710 Awaish Kumar: from Robert. Now, we are seeing it from Robert, not from Clyde, but…
66 00:13:19.830 ⇒ 00:13:26.880 Awaish Kumar: Although the same tone, same kind of anger, things like that. Or it’s coming from Amber, or in a similar fashion.
67 00:13:27.220 ⇒ 00:13:36.020 Awaish Kumar: But I want it, like, either Robert, Amber on their level, or maybe only the engineering lead.
68 00:13:36.190 ⇒ 00:13:43.950 Awaish Kumar: It gets involved, and all the three just determine the next What point of action, and…
69 00:13:44.130 ⇒ 00:13:51.229 Awaish Kumar: and the urgency, and then share the actionable tasks to the team. They don’t need to know the…
70 00:13:52.630 ⇒ 00:14:02.760 Awaish Kumar: anger behind it, like, what happened? It’s a break, let’s fix it. Like, it’s very important for a client, let’s do it in the next few hours, like, that’s it.
71 00:14:05.820 ⇒ 00:14:06.470 Alexander Lubka: Yep.
72 00:14:07.170 ⇒ 00:14:08.140 Alexander Lubka: I agree.
73 00:14:08.790 ⇒ 00:14:09.630 Alexander Lubka: Okay.
74 00:14:10.020 ⇒ 00:14:17.810 Alexander Lubka: So, I think there’s… yeah, there’s a couple ways we could approach this. I can… I can do some training with, Amber on this. I’m sure she’s just not…
75 00:14:18.340 ⇒ 00:14:33.830 Alexander Lubka: I’m sure she’s just not familiar with handling client communication like this, and I think she probably just wants to throw it at… or the engineering team to take care of it. I can… I can work with her on training a bit more of how to deal with it more delicately.
76 00:14:34.030 ⇒ 00:14:39.750 Alexander Lubka: Is there currently, and then Robert too… is there currently a channel you have with, like…
77 00:14:40.090 ⇒ 00:14:46.289 Alexander Lubka: Or, like, a direct message chat with, Amber and Robert for those kind of things, or that doesn’t exist right now?
78 00:14:46.290 ⇒ 00:14:50.420 Awaish Kumar: Or, like, it does not exist, and I…
79 00:14:50.580 ⇒ 00:15:08.190 Awaish Kumar: like, haven’t actually discussed with them, either. Basically, this thought came in my mind, I discussed with Utam, and he asked me to, like, ask you, like, it’s… like, we are not… I’m not here to, like, blame anyone, it’s just that we want to have a process
80 00:15:08.350 ⇒ 00:15:16.320 Awaish Kumar: to handle this, like, so it just… it does not go to the engineering developers in that format.
81 00:15:16.730 ⇒ 00:15:17.410 Alexander Lubka: Okay.
82 00:15:18.110 ⇒ 00:15:24.069 Alexander Lubka: I got that. I can do… yeah, I can share a process with her, and I can train her a little bit more on that.
83 00:15:25.480 ⇒ 00:15:26.999 Alexander Lubka: And same with Robert, too.
84 00:15:30.610 ⇒ 00:15:31.460 Alexander Lubka: Okay.
85 00:15:32.300 ⇒ 00:15:36.390 Awaish Kumar: Yeah, so… If you wanna…
86 00:15:37.690 ⇒ 00:15:45.670 Awaish Kumar: like, create some documentation on that, or if you need my help on anything, just let me know, like, we… so I…
87 00:15:46.410 ⇒ 00:15:50.520 Awaish Kumar: We just create something, some process, and share with
88 00:15:50.880 ⇒ 00:15:56.969 Awaish Kumar: everyone, like, we have Robert, Amber, me, and
89 00:15:59.020 ⇒ 00:16:00.850 Awaish Kumar: And, like, I don’t kind of…
90 00:16:00.990 ⇒ 00:16:09.250 Awaish Kumar: Like, we could, like, discuss in between us, and then we can share it with the other engineering leads, if there’s a need.
91 00:16:09.830 ⇒ 00:16:15.140 Alexander Lubka: Okay, let me own that. I’m gonna work on that, and I’ll share with you… well, share it with you first.
92 00:16:15.330 ⇒ 00:16:17.370 Alexander Lubka: And then we can share more broadly.
93 00:16:19.650 ⇒ 00:16:22.900 Alexander Lubka: Okay, thank you. That’s a valid thing,
94 00:16:23.950 ⇒ 00:16:26.430 Alexander Lubka: Let me work on that. I’ll get back to you.
95 00:16:27.570 ⇒ 00:16:31.230 Awaish Kumar: Okay, sure. Yeah, it was nice talking to you. Thank you.
96 00:16:31.580 ⇒ 00:16:33.079 Alexander Lubka: Yeah, you too. Have a good weekend.
97 00:16:34.870 ⇒ 00:16:35.460 Alexander Lubka: Bye.