I’ve written about this before, in other places, but it bears mentioning again in case you have forgotten.
When it’s a visit to a customer site to address any of the following;
- Release a new patch or version of your software.
- Demo the latest vaporware your company is putting together.
- Meet with end-users to identify their requirements.
- Present your roadmap for the next year.
- Train the users on how to implement Feature X.
- Troubleshoot problems with the interop between your software and their environment.
Or any other task for that matter, the results should always be the same, you should always, always, always leave that trip – tired and exhausted and spent.
If you are not, then you have not done your job, you have given that customer less than your best, which is a problem.
It’s not a question per se of you feeling like you have given enough but in showing the customer how much you care about them (the customer), your software and your company. You might not be back for the next 3, 6, 9 or 12 months so this is your opportunity to leave with them the impression and feeling of how much you care about them.