I know that this post will probably go against the trend for many. Frankly that is kind of the point. It is exactly that trend that I’m concerned with.
In todays business world it is important to keep up with technology needs. You can’t escape those system updates or escape the fact that automation and computer aided everything is here to stay.
The problem I see with all of this, is that the business world seems to have forgotten the purpose of doing all of this in the first place! We’ve become so fixated on the next bright and shiny thing we barely take a second to ask whether this makes things any better for our customers, our employees, or our shareholders.
Making the effort to state a clear purpose for your business, and then working out what you need to do to make that a reality is important. The HOW is also important. So is the way people feel about the new approach.
I spoke with a gentleman trying to help commuters on a bus last weekend. He was keeping his cool, but was clearly struggling with a new timetabling app. He told me that the execs loved it, and it had great coloured screens, but the team now using it had only just received it and had no chance to “play” and learn. They had a short “here it is” session. What could have been a good use of new technology became frustrating for those using it, and also an exasperating experience for the customers just trying to get home. A bit more thought and effort, as well as remembering that the app was intended to make things easier for everyone, may have taken a little more time, but the outcome would likely have been unremarkable in all aspects but lower stress and greater satisfaction; for customers and staff. Old fashioned thinking I know!
Putting in a new system, buying new equipment, putting in new voice based menus on your customer phone lines, all seem like advances in technology. They may very well be. The effort it takes to make sure that people know how to use it effectively and safely, as well as checking that it does what it says on the box, is not wasted.
Oh, and that highly efficient automated system that you’ve placed between you and the customer on the phone….don’t worry…if you keep them away from speaking with you long enough…they will stop trying to reach you!
