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;

Take 1

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

Take 2

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

Take 3

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?

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