Dilbert Was Right – It’s Probably Marketing’s Fault
Having spent about a decade in the IT field, it’s not surprising that I’m a fan of Dilbert. I often found a lot of truth in the characterizations the comic made, from HR being evil to marketing being the root of all problems. I was reminded of that at work recently. I’m working on a products liability case that resulted in someone dying. I read the depositions of people in product development and quality control. They struck me as being competent, caring, professionals who wanted to make a good product. As such, they recommended that a specific change be made. They believed that the change would make the product safer and better. Marketing, on the other hand, thought the change would hurt sales. So the change wasn’t made until AFTER several people died. Because of a legal rule of evidence (Google/Bing “subsequent remedial measures”) the jury will never know that the change was made. That’s too bad. It’s also too bad that this story repeats itself in corporations all over the world.
Some tort “reform” advocate asked the rhetorical question "Do you think we want to make dangerous products?” He answered it by talking about how his company prizes excellence and tries to foster a culture of excellence. Excellent this, that, and the other thing. I believed him, and still do. The trouble is that the guys and gals in marketing also strive for excellence. And an excellent marketing campaign means downplaying or concealing the faults of the product. Take the late, great, (I mean that) Billy Mays. Did you ever see him yelling about how if you misuse a product it could hurt you? Of course not. The measure of an excellent marketing campaign is how many units it sells. And selling a lot of units requires you to exaggerate the strengths and downplay the weaknesses of a product. Look at beer commercials. They all show young, attractive guys surrounded by young, even more attractive women. The commercials strongly imply that monetary and sexual wealth will be yours if you drink their beer. I know a guy who goes through between 80 and 120 cans of beer on a weekend. He’s not rich and he rarely has the company of any woman, let alone a gaggle of attractive women. You can damn sure bet that beer companies won’t be using him in commercials, even though his experience is more typical than the guys they use in the commercials. Marketers know that reality doesn’t sell. Similarly, the marketers at this company won’t be putting the people who were injured or killed by the product in question on TV. Because again, the marketers want to sell units, and reality doesn’t do a very good job of that.
So to answer that rhetorical question: No, I don’t think your engineers want to make a dangerous product. But I do think your marketing department couldn’t care less how dangerous a product is provided it sells well. Exhibit A in that argument is the cigarette, Exhibit B is asbestos, and Exhibit C is the list of drugs withdrawn from the market due to safety concerns. Behind every one of those products was an engineer who wanted to do “the right thing” and either improve the product or adequately warn the public about it, and every one of those engineers was overruled by some schmuck in marketing who just wanted to make a buck.
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