I write about the things that matter to me. All opinions are my own.

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Friday, April 12, 2013

Everything Begins With A Tracking Number

There was a lady who ran a graphics service department. Everybody wanted that service.

She would make them log the request in first.

"But it's urgent," they would say.

"Don't care."

"There is no time."

"Tough."

"The Commissioner said so."

"Have him call me."

Nobody could get past this lady. And she had a great enforcer.

Time has passed and I lead a communication service now.

At first it was tempting to fly spontaneously all the time. There is a certain excitement.

But at some point we all have to grow up. Customer service is a marathon not a sprint. To do a marathon you need process.

1. Create a job.
2. Log in the job.
3. Create a shared folder with limited permissions.
4. Use a template.
5. Get the background on the request - talk first.

All of this may seem very basic. But in an high-volume, rapid-response environment you can forget it.

Don't. Because everything nowadays is urgent. And if you set unrealistic expectations, in the end they are going to eat you for lunch.