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A Vacation From Airlines
If you thought you'd heard every horror story concerning the crummy service most airlines deliver, I invite you to read the experience of Heinan Landa, founder of Optimal Networks, in his own words. (Note: This story is quite graphic and contains open acts of bad customer service).
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Technical Support: A Customer's Best Friend
Now that we are all firmly entrenched in the new year, I thought this would be an excellent time to get back to the business of great service.
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A Computer From Santa
When I was at home in North Carolina over the Thanksgiving holiday, I received more than my fair share of questions about computers; "which brand is the best?", "How do I decide which machine to buy?", "Where should I buy my computer?", or "what kind machine do you have at home?" I'm sure that anyone in the IT industry can relate to the spectrum of questions friends and family come up with when they find they have an 'expert' to talk to. I am always very flattered that a friend or family member thinks enough of me to ask for my assistance, and the service professional in me is always more than willing to help.
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Service Delivery in IT
One of the truly great things about working†for Optimal Networks is that when I go home at the end of the day, I am very confident in the fact that we haven't done anything to harm our clients or our reputation. Our values dictate how we conduct our dealings with clients and partners. The philosophy is simple; tell the truth, do the right thing, and everyone benefits. It means that we owe a duty to the people we interact with to make our dealings fair and mutually beneficial for both sides; what could be simpler than that? Great service is the inside of the organization turned outward, and the result is a theme that drives our commitment to quality service delivery (that's a mouthful!). Why is this important? You'll see...
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The Power of Preconceived Notions
During my tour of duty in the hospitality industry as a waiter, bartender, and restaurant manager I heard a variety of stereotypes about customers that affected the quality of the service they received. What I found most interesting is that the stereotypes were shared across racial and cultural lines, and in many cases, passed along by the very people whose groups were effected by such misinformation. These stereotypes, like most, are incorrect and do more to hurt matters than they do to help. While my experiences clearly contradicted these widely-held beliefs, they reinforced one universal truth.
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