By Teresa Torres · producttalk.org · @ttorres on X · LinkedIn
Teresa Torres argues that product managers often make quick, gut-based calls when colleagues ask for features or details, and that the way decisions are made matters as much as the decisions themselves. Drawing on research on procedural justice, she notes that people tend to accept outcomes they disagree with when they see the process as fair. Because PMs depend heavily on relationships across the organization, protecting the perceived fairness of decision-making is a core part of the job. She draws on the Heath brothers' recommendations to make the process feel legitimate.
01Key takeaways
- Slow down before answering feature requests instead of relying on gut instinct.
- Listen fully to stakeholders before explaining why their idea may not work.
- Base decisions on accurate information and let others question it.
- Apply your decision principles consistently, not only when they favor your view.
- Keep personal opinions and self-interest out of product decisions.
- Explain your decision process openly so people can scrutinize and accept it.
02Key sections
- The problem of snap decisions
- Product managers frequently answer engineers and sales reps on the spot, which can undermine trust in how choices get made. The author suggests slowing down to consider both the decision and how it will be perceived.
- Procedural justice
- Research indicates people will accept decisions they disagree with if the process feels fair. Perceived fairness of the process, not just the outcome, drives buy-in.
- Let people be heard
- Stakeholders often need to feel heard more than they need to win. Listening without arguing or immediately explaining why an idea fails builds acceptance.
- Information, consistency and bias
- Decisions should rest on accurate information that others can question, principles should be applied evenly, and personal opinions and self-interest should be kept out of product choices.
- Transparency
- Explaining how and why a decision was reached, and inviting scrutiny of the process, improves the process and creates harmony even when people disagree.
03From the post
“This post is part of a series about making better product decisions. Do you ever find yourself making snap decisions? An engineer asks you for more detail on how a feature should work. You hadn't considered that specific use case before. So you come up with a solution off”
04Frameworks mentioned
Summary and takeaways written by PM Atlas; quotes are short excerpts. © the original author.