Today there is a major focus and need for “working away from the office”, but yet how does this truly affect our productivity and bottom line as a company?
We (TeamAutomation) promote and sell remote access tools, mobile device integration solutions, workflow processes and more – to speed up performance! Yet, even I personally experienced frustration this week and thought to myself – how often do our staff and co-workers experience the same and no one realizes, so they just move on as best they can?
Being what I consider a “seasoned remote user”, this last week was one of frustration and confusion. “What was “I” doing wrong”, “why was “I” the only one experiencing this”, “why do “others” who use phone tethering not have the same issue?” and best of all “why was “I” running up a huge data cost to the company that I knew personally was affecting profits?”
It took a customer service STRANGER to determine my issue, working over a “noisy” VPN versus a stable remote access tool such as GoGlobal, GotoAssist, or LogMeIn. I am responsible for the SALES of these solutions and yet, it took a stranger to realize what was clearly right there as the cause of my downtime. I didn’t stop long enough to think of what I would tell a customer in the same situation and neither did my counterparts at corporate.
As management, we tend to think of those who experience issues, as “inexperienced”, “slow to adapt”, and sometimes quite frankly a “thorn in the backside” when we are interrupted to yet “fix it again”. How often do we not truly LISTEN to the need? How often do we just move on with a quick “give it another try”, “reboot”, “maybe it’s how you are logging in?”, or …. the favorite… “talk to IT”.
All of these options cause a lack of productivity and affect the bottom line! Face it, especially with those in a $ales or customer $ervice role, you are losing YOUR money for every moment wasted when that valued asset can no longer do their job. Too often, we as management do not take the time to simply listen and try to assist – RIGHT THEN AND THERE! We move on with the day and what we need to handle while all along, this action is literally losing us valuable resources and $$$.
I challenge each of you to travel, work at a local Starbucks, take a few hours and work from home next week when you have an important call or conference… and USE the tools you expect your STAFF to utilize, use them in the SAME manner, not just what you believe is the way they are used, use the tools you promote to your customers, and best of all, just take a walk in their shoes when no one is available to help you out.
This can be eye-opening, I know it was for me. And going forward, I plan to stop, focus, and LISTEN to such requests. After all, it does affect your bottom line!!
What do you think? Have you or your valued clients and staff experienced the same?
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