Mental Telepathy
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
More Blog Posts:
Don't Kill the Message
Do You Yell?
Do You Suffer From TMI?
The Only Thing I Said
The Art of No
Can't We All Just Get Along?
Teaching Others How to Treat You
An Anonymous Letter from a Co-Worker
It's OK To Enjoy Your Team
Featured Blogger Margaret Meloni
Margaret Meloni heads Meloni Coaching Solutions, which helps Information Technology professionals create career strategies that bring them success and enhance their work experiences. Margaret has more than 18 years experience in Information Technology. During this time Margaret has performed in multiple roles including: senior manager; project management expert; business analyst and programmer analyst. She holds a B.S. in Business Administration and an M.B.A. from California State University, Long Beach. She is also a certified Project Management Professional (PMP) through the Project Management Institute and an instructor at the University of California in Irvine and the University of California in Los Angeles. A dynamic speaker who combines inspiration, common sense and a dash of humor; Margaret has spoken at technology conferences and events hosted by the Association of Information Technology Professionals; The Project Management Institute and The International Institute of Business Analysis.
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