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Well, you can imagine he was a little embarrassed, but what he found is a classic example of what product designers call a compensating behavior.
You know, when your customers use your product in a way that's other than you expected or intended, that's a compensating behavior.
Those are compensating behaviors, and great indications that the product or packaging leave something to be desired.
Now, watching your customers using your product, the way the Everlasting Valve salesman did, is the best way to find compensating behaviors.
You know, if the only information you have on your customers is through online surveys or focus group interviews in a conference room, you probably don't know what their compensating behaviors are.
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