Empathy and Availability Define Excellent Product Ownership | Scott Smith

Scott Smith: Empathy and Availability Define Excellent Product Ownership

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The Great Product Owner: Always Present, Always Available, Always Curious

"They are always present. They always make themselves available for team members that need them." - Scott Smith

 

Scott is currently working with a Product Owner who exemplifies what great PO collaboration looks like. This person is always present—not just physically but mentally engaged with the team's work and challenges. They make themselves available for team members who need them, responding actively on the team chat and interacting consistently. 

What makes this PO stand out is their empathy and curiosity. Instead of being defensive when questions arise or challenges emerge, they lean into helping the team understand and solve problems. They show genuine curiosity about what the team is experiencing, asking questions and exploring solutions together rather than dictating answers. 

This PO understands that their role isn't to be the smartest person in the room but to be the most available, most collaborative, and most curious. The result is a team that feels supported and empowered, with clear direction and someone who genuinely helps them answer the hard questions. Scott's experience with this PO demonstrates that presence, availability, empathy, and curiosity are the foundations of great Product Owner work.

 

Self-reflection Question: How present and available are you to your team, and do you approach their questions with curiosity or defensiveness?

The Bad Product Owner: Never There When the Team Needs Direction

"The PO was never present. The team had lack of clarity, and vision, and had no direction or someone who would help answer those questions." - Scott Smith

 

Scott has also experienced the opposite extreme—a Product Owner who was never present. This absence created a cascade of problems for the team. Without regular access to the PO, the team lacked clarity about priorities, vision, and direction. They had questions that went unanswered and decisions that couldn't be made. 

The result was frustration and a team that couldn't move forward effectively. An absent PO creates a vacuum where uncertainty thrives. Teams end up making assumptions, second-guessing decisions, and feeling disconnected from the purpose of their work. 

The lack of someone who can help answer strategic questions or provide guidance means the team operates in the dark, building things without confidence that they're building the right things. Scott's experience highlights a fundamental truth about Product Ownership: presence isn't optional. 

Teams need a PO who shows up, engages, and stays connected to the work. Without that presence, even the most skilled team will struggle to deliver value because they can't align their efforts with the product vision and customer needs.

 

Self-reflection Question: If your team were asked whether you're present and available as a Product Owner or Scrum Master, what would they say?

 

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About Scott Smith

 

Scott Smith is a 53-year-old professional based in Perth, Australia. He balances a successful career with a strong focus on health and fitness, currently preparing for bodybuilding competitions in 2026. With a background in leadership and coaching, Scott values growth, discipline, and staying relevant in a rapidly changing world.

 

You can link with Scott Smith on LinkedIn.