I'm a bit of a workaholic. Not a complete one, mind you. I keep pretty rigid workday hours, and have no problem walking away from my work at the end of each day. I'm even good at not working weekends or during vacation. However, as I've noted before, I seem to have a problem with scheduling time off.
The Guilt Release Cycle
I think my issue is related to a sense of guilt or obligation. I find that I am happiest when I have just released a new build, with new features or content. I think that during that time, and for a brief while after, I feel like I've fulfilled my obligations, and can relax a bit.
Gradually, as that new build gets further into the past, my sense of guilt/obligation grows, and I start to get stressed that I haven't released anything recently. That stress increase may vary depending on how much progress I am making towards the next build. It also can be tempered if I'm really confident in what I'm building. But by the time a month has passed since the last build, I feel a self-imposed pressure to get something out soon.
Vacation and Release Timing
With Christmas coming up, I have plans to take time off. Unfortunately, my last uploaded build was November 8th, which means I'm deep in the emotional trough phase of my release cycle. So I've been feeling a tremendous amount of pressure to get a new build released.
I was under the illusion that I could have a new one wrapped up last week, before starting vacation this week. However, that seems highly unlikely now. I suppose I could release what I have, but I ultimately decided that I'd be even more stressed if I just released something incomplete or buggy.
In fact, it's completely counter-intuitive to try and release something before a vacation in order to reduce stress while on vacation. The fresh build would inevitably have issues that need fixing. I'd actually be making my vacation more stressful by having to babysit the new build through its teething period.
Admitting that the new build wouldn't happen before vacation turned out to be a big stress-relief. I still have some stress about being late, but at least the sense of helpless urgency on top of it is gone. I'm no longer facing down an impossible deadline or the decision about whether to release work I'm not completely confident in.
Anxiety and Prioritization
What's more, I find that my approach to work shifts with the reduction in stress. During those urgent days before a release, I discard anything that can't be done in a day or less. I'm in "quick win" mode, and can't commit to any significant changes, sometimes even important ones.
Quick-wins are valuable, but sometimes, they're not the highest priorities. Iterative development teaches us that we should constantly be working on reducing the biggest risk, which is not always the task with the shortest completion time.
When urgency is relaxed, I find it easier to gauge my work, and focus on things that need doing most, instead of things that can be done quickly. I stop thinking so much about time, and focus more on the question of "what adds the greatest value right now?"
Vacation as a Business Owner vs. Employee
Something else I've noticed about vacation anxiety is the sharp contrast between going on vacation as a business owner and as an employee.
As an employee, I can remember looking forward to vacation. Most of the time, I was able to leave work at work, and enjoy my vacation as my time. I did feel a little guilt when taking a vacation while others were working (as opposed to a company holiday, for example). However, I usually didn't feel any urgency while on vacation. I just left work behind.
As a manager within a company, I think more anxiety was introduced to my vacations. I had a harder time walking away, probably because of a sense of responsibility and ownership. Quite often, I would make excuses not to go on vacation, because I "needed" to be there for something, or to finish something.
This sense was amplified when I became a business owner. Now that I am in control of everything, and all responsibility rests on my shoulders, I don't feel excited about upcoming vacations. I feel nervous, and stressed.
Being an internet-based business probably makes that worse, since the business is technically running 24/7, with me as the sole employee. I've had to learn to set hours of unavailability, or else I'll constantly be checking messages and forums.
What To Do About It
I'm still too new to this to have a solid prescription. And I don't have a lot of experience-based data to use as a reference. So I'm still guessing, at this point.
However, observing the above pattern was a good first step. Now that I know it's an issue, I can start paying attention to my behavior in relation to it.
And I've decided to take a vacation without releasing anything in advance. That was already implied above, but I'm repeating it just to be clear. I'll have to make that clear to customers as well, but they seem to already be pretty understanding.
I guess most importantly, take a step back, and look at the situation. Look for signs that you might be letting work creep into your personal life. And if it is, make some adjustments. One of the most powerful tools I've discovered for self-regulating my work/life balance is reminding myself that "crunch is detrimental." Overworking oneself is going to lead to lower quality work, and lower quality of life. By telling myself that, I'm able to use my workaholism to my advantage, since I don't want to detract from my precious work.
And when you do finally take a vacation, make sure the vacation is a vacation. It might not be possible to ignore your business for 168 hours in a row, but at least leave the stress behind, and minimize contact with it. Designate your vacation as a "safe zone," where it's okay not to get work done. Build the week's vacation into your release schedule.
In the end, this is mostly a self-imposed anxiety. I don't think others hold us to as high a standard as we hold ourselves. And in the case of video games, many of the most-lauded studios are those that err on the side of taking necessary time to do their products right.
So this is a note to myself as much as anyone else: take some time off. Use it to relax. Step away from the product and producing for a while. You'll come back refreshed, and ready to make your creation even better.
Monday, December 17, 2012
Monday, December 3, 2012
On several occasions, customers have mentioned how much they appreciated that I was both responsive and kept a regular update schedule with NEO Scavenger. It's nice to be complimented, of course, but I was a bit surprised that folks noticed. Does this mean some other indies aren't keeping their customers up-to-date? Or worse, is that negligence the case for such a majority that good customer relations is praiseworthy?
I hope not. And thankfully, that doesn't seem to be the case with many indies I know personally. But I'll admit, my pool of indie friends is pretty small. In the spirit of sharing best practices for aspiring indies, maybe it's worth going over some customer relations policies that I adhere to.
Publish Regular News
I have a pretty strict work schedule. I work 9am-6pm (ish), Monday to Friday. I don't work on weekends nor stat holidays. And I give myself 3 weeks of vacation each year. For each day worked, I publish news on my company website (with RSS, as requested by several customers), at the end of the day .
I also post news about my availability. When I'm going to be out of the office, I post news to that effect. Similarly, I announce vacation plans in advance. I think it helps to set the correct expectations if you're going to "go dark" for a period of time.
My company website's news is for customers to see what I'm up to. It's the primary means of reaching customers in an official capacity. If someone wants to see what I'm currently working on, the news will tell them exactly that, to within one business day.
I think it's easy to forget, as a game developer, what it's like being a fan of a game in development. We may have forgotten the days of poring over every screenshot, interpreting the HUD and UI in previews for hints of unrevealed gameplay, or reading interviews in hopes of glimpsing the creative process. For someone not in the world of game development, even the mundane tasks can be interesting.
So share! Talk about some of the interesting problems you had to solve that day. Or think out loud if something's got you stumped. If you started using a new tool, talk about your experience with it. When it comes to making games, someone, somewhere, probably wants to know what you're up to, or why you arrived at a decision.
There's also a marketing advantage to regular news updates: proving that your project hasn't stagnated. Often times, when checking out unfinished software, one of the big questions we ask is, "how likely am I to see this thing finished?" If you're about to commit resources to software, you want to know if your investment is going to be worthwhile. This is true of both monetary and time investment.
So when you're gauging a project's likelihood of being finished, what's the first thing you do? Well, you probably check to see how frequently it's updated. You read the news, browse changelogs, check the dates, and see if the product is active or dead. If the user sees that your news is only updated semi-annually, there's a good chance they'll assume it's not actively being worked on. So if you're working on the project actively, you may as well let everyone know!
And what's more, it becomes a tool for you to use as well. Wondering what you were doing last month at this time? Check your news! Having a daily, public journal entry about your work is a great way to keep track of your decisions, solutions, and progress.
Open Hailing Frequencies
News is a great way to "push" info out to your users, but communication is a two-way street. You should be prepared for customers to contact you, with questions, suggestions, concerns, and praise.
In the case of Blue Bottle Games (BBG), I have several channels, such as my own forums, news comments, Twitter, email, Steam Greenlight, and Desura. Different customers have different channel preferences, so having a variety of channels means most customers can use a method they feel most comfortable with.
I also keep tabs on a few forum threads around the web, as communities will sometimes spring up in the forum of their choice. Usually, Google Alerts is the tool which helps me find these discussions as they appear.
Maintaining multiple channels does place a burden on a developer, though. It sometimes takes me over an hour each morning to keep up with all of these channels, and quite often, it's impossible to cover them all. As a result, I prioritize them, and doing so consistently helps customers to know where they can go for urgent matters vs. casual ones.
For example, my email is one of my top priorities as a business owner. Every single email I receive (save occasional spam, like SEO offers) deserves a response, so I'll usually deal with that first. Comments on BBG news items are also a priority. The news is what I'm working on right now, so customer comments on that are highly relevant.
Tech support is another biggie. I hardly have time to scratch the surface of the BBG forums (particularly suggestions), but tech support is a frequent haunt of mine. If my product is broken or causing trouble, I want to know so I can fix it.
I have a few customers who reach out to me on Twitter, and I always reply if I see them. However, I find that many journalists also tend to prefer Twitter, so there's a second reason to consider opening that channel, if you haven't already.
Desura and Greenlight are also official "presences" that I maintain, though they're a bit easier since most messages are consolidated on one page. In retrospect, the Desura forums was probably unnecessary, as the main summary page comments do the trick for feedback.
There are many others, of course, and it will depend on the community you're building, and the ones you want to interact with. Just make sure you only open as many channels as you can manage. Like news, an unattended channel can reflect poorly on your business, and give the impression that your project is vaporware.
Be Responsive to Customers
So just how responsive is enough for all these channels? As a business owner, you'll have to decide on a timeline that works for you. Generally, I try to respond to customer inquiries within one business day. It gives me some time to consider how I'll respond (and to find an answer, in some cases), but it's a short enough time that most will be understanding.
One exception is in cases involving order issues and lack of game access. In cases like these, I respond as soon as I am able to, usually immediately.
As mentioned earlier, though, it's impossible to keep up with all chatter, everywhere, all the time. So I find it works best to stay 100% reliable on primary channels like email, official platform accounts (i.e. Desura), and tech support, and use any remaining time in my PR schedule to address the most relevant concerns I find (forum comments directly related to my current development, Greenlight comments, etc.).
How to Treat Customers (and Trolls)
In addition to where and when, there's the matter of how one responds to customers. In most cases, politeness and earnestness are the key things to strive for. It's hard to go wrong with being respectful. In my experience, folks are much more willing to discuss things constructively and politely if you lead by example.
Even some of my harshest critics get a "thank you for your feedback," and I do my best to address their concerns. If they bring a valid argument, it's important to recognize it as such, and let them know they're at least heard, even if you don't agree. Often, in these cases, they simply want something different than what you're building. And making that plain disarms any animosity.
The one exception to the above is the internet troll. A troll is someone who's primary interest is causing a stir, and getting a reaction out of people. It can sometimes be hard to tell the difference between a frustrated customer and a troll, but be assured there is one.
Some customers may be insulting, or terse, or misinformed, but they want something better (be it better features, better service, or a better community). A troll is just looking to get attention, at any cost, by any means.
I've talked a bit about this before in my PR policy post, but I'll repeat the summary here: ignore the trolls. Don't use your power of influence to draw attention to them by responding or addressing them. Just pretend they don't exist. If they are particularly disruptive, and your community allows it, you may have to ban or edit their comments. But more often than not, they'll go away in search of more interesting targets if you simply ignore them.
This one will depend a bit on your product and how you're distributing it. In my case, I'm offering a game which is still in development, and distributed digitally. As such, I can update the distribution channels with new builds as I develop them. And this is a powerful tool.
For one thing, it's a more powerful version of the aforementioned news updates. It's an actual, functional news item that players can try for themselves. If the updates are interesting enough, it can keep the game relevant in the players' minds for a long period of time, instead of the short-burst often seen in retail releases.
Additionally, adopting a policy of frequent build releases gives the developer a chance to try features and content with customers before committing to it in the final product. And it gives players a real way to influence the game for the better. For example, player feedback was instrumental in making NEO Scavenger's combat orders of magnitude more engaging than the original iteration.
The one caveat here is to be careful not to lean on your customers too much as a source of quality assurance. They will find bugs, and that's natural. But as a developer, you should not expect them to bug test your software for you. In fact, do everything you can to make sure each build is stable enough to be fun. After all, they're still your customers, not employees.
There's one other topic that I thought might be worth mentioning, and that's dissatisfied customers. No matter what you're selling, there are going to be some folks who experience buyer's remorse. It could be that your product failed in some way, or perhaps they simply expected something different.
Whatever the case, I think it still pays to be respectful, and I'd probably issue the refund. I can't think of many cases where arguing with a customer over a refund ends well. Even if you keep the money, is it worth the time, bad press, hard feelings, or potentially, the customer disputing the charge with their payment provider?
There are some exceptions, of course. If the customer had the game for several weeks, and then wanted a refund, I'd wonder why it took that long to seek the refund. But even so, as indie developers, a single refund isn't going to break the bank. There's no need to haggle over a few bucks (nor is it even worth it).
You'll probably have noticed a pattern in the above suggestions. Basically, treat your customers with respect. Customers are a diverse group, with a range of expectations and skill at communicating. For the most part, though, they mean well. Give them the benefit of the doubt, set a positive example, and they'll return the favor!