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Mental Telepathy
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| Written by Margaret Meloni |
Unfortunately a recurring complaint from customers regarding Information Technology professionals is lack of communication. Apparently our end users and customers cannot read our minds!
Here are some examples:
“We reported that the system was not available. We used proper channels. Eventually the system came back up, but nobody returned our messages.”
“I have to camp out in the IT manager’s office if I want to speak with him or her. They never answer the phone and they do not always answer my emails.”
“The system was unavailable this weekend and we were processing some critical customer orders. Nobody told us, are we supposed to read their minds?”
“I can’t believe this guy, right on his voicemail it says don’t leave a message I may not respond, send me an email. Why is that allowed?”
Come on everyone we can do better. Sure these types of issues keep me in business, but it is not helping your professional brand. Talk to your customers. Tell them about system availability; do not assume that they know. Even if you are 99.9% sure they do know something, tell them anyway. And make sure you follow up on voicemails and emails, every day.
A little effort on your part will go a long way.
PS – I know you can probably say the same thing about some of your customers. I just have a bias here, I want YOU to take the high road and triumph.
Thank you
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