Outside Of IT, Would You Accept This?
July 14, 2009
Customer: When is that application problem we are having being resolved?
Developer: I don’t know (s)he is on vacation and I don’t know where the documentation or source code is. I will have to wait until (s)he gets back from vacation.
That happens too often –
OK, As a general manager in the SMB space, let me try rephrasing that a little bit, and lets see if it makes more sense if I reword it a bit;
Customer: I see from your web site that you sell this product I want, can I order one please?
Sales Rep: I’m sorry, (s)he is on vacation so I can’t sell you that until (s)he returns
Customer: I have your product, I need a special attachment to allow me to connect to this other tool, do you have those?
Customer Service Rep: Yes we do!
Customer: Great, I have an account with you, can you ship me one of those?
Customer Service Rep: I’m sorry, (s)he is on vacation so I can’t ship you that until (s)he returns
Customer: We are desperate for your service, we are dead in the water, I express over-night shipped that retainer and information your controller required, please tell me you got it!
Financial Staffer: I’m sorry, (s)he is on vacation so I can’t tell if we got it until (s)he returns.
Would you accept those last three in your business? (if you do, well good luck)
So why would you accept the first?
You can get updates to this blog by clicking the RSS icon on the Home Page!