As a customer-focussed IT professional, communication is key to ensuring a happy customer. It’s not rocket science! One of my colleagues, aka Panda, always said that TOFU was the way to get a happy customer.. Take Ownership Follow Up.
One of the projects I’ve been working on, alongside my daily doses of TOFU, is to get a new faster, more notes, better, Internet link for the office. The drinking straw to the Internet was getting slammed from 8am till 6pm every work day, and it just kills productivity. So the US head office orders a new fiber service. Initially, communication, whilst sporadic, did occur, giving regular updates on where the build was at, when to expect line technicians, and the like. And then, once the fibre service was installed, and ready to go – NOTHING.
Now I know about telephone tag, it’s a fun game I get to play daily – usually, I can hit my target within 1-2 days. After 2 weeks of calls and emails to get the final commissioning details, I was ticked – I’ve got the office staff asking when it’s going to happen, I’ve got network engineers parking the project due to lack of progress. And all it would have taken is ONE PERSON to do some communication and let me know where we’re up to.
It was fate, then, that must have let me see a tweet from the Telco roll over my feed. Maybe a public name and shame will help? After this tweet I finally started to get some traction, and finally have the circuit provisioned, tested and ready to go live tomorrow.