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I'm gonna tell you about a guy named Peter. He called for support often and it wasn't stupid stuff. But it was complex. He drove a BMW. He was divorced. He was of course a sales person. Probably the most successful sales person in California and maybe the country. He serviced the government.

Peter knew exactly how valuable he was, but he wasn't entitled about it. When he had a problem he called. And eventually he always asked for me. Because he had weird problems. You have no idea how many problems users have, when they know they are entitled to being serviced. He deserved the title.

The mandate I made through technical command alone that every computer we delivered come with VLC was partly because of Peter. It wasn't anime but he was always trying to play some weird goddamn fucking file. And Peter got what he want. I installed VLC and he stopped calling about the video files.

And I realized. Holy shit I just need to install VLC and people will stop installing this weird stuff. Because at that point for some reason I ran the antivirus for the entire firm. You have no idea. You just don't. It was all fake media players. If you wanna learn what users want run the antivirus.

Connection to the users and their desire paths is the most important path of working in security and nobody goddamn does it. You are gonna make compromises. And they're all gonna be worth it. Because you understand what they want and you're gonna deliver it and they're gonna stop doing stupid shit.