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Where business and technology collide
ChangeForge | Ken Stewart | Where business and technology collide » You lost me at hello!
Started by ChangeForge | Ken Stewart · 10 months ago
1 year ago
The problem with the example you illustrate from Judith is that people don't understand what stresses other people have to go through. For example, when I was working for corporate America, I didn't tend to work any less than I do now, but, most people didn't see how much I worked. I would spend 35 hours in the office and 35 hours out of the office. The reason for the 35 hours out of the office was to make up for the inefficiencies of being in the office.
Now, when someone wants to talk with me, they can email or call. If I am too busy, I don't have to politely say, "I am sorry, but I am too busy for you right now." Instead, I just respond when I have the time.
1 year ago
However, to work in an industry of customer service, we must serve our customers - on their time tables often times and not ours.
One of the risks I would caution you on in your logic is "responding when you have time" can often be perceived as being non-communicative and apathetic for your customer's needs.
As I always say, life takes balance. In communicating expectations clearly and timely with your customers you afford them the opportunity to plan their schedules accordingly as a professional courtesy. Sure it may take you 3 weeks or 2 months to do something, but I, for one, would much rather hear the brutal truth than a sugar coated falsehood or just silence.
Just my 2 cents (if it's even worth much).