Make Sure Your Systems and Service People are on the Same Page

The internet in our home died earlier this week. After cycling the modem a couple of times, I called the service provider’s toll-free number. The digital assistant told me to cycle the modem and it would text me in ten minutes. I did so once again and after ten minutes the system informed me that I did not have working internet. Well, duh!

It then offered me four appointment windows to have a technician come out to take a look. I chose the 9-11AM option. At 8:25, the system texted me that the technician was on his way. “Super,” I thought. At 8:49, the system texted me that the technician had arrived. My wife and I stopped what we were doing and I went to the front door. There sat the truck. I could see the technician inside, typing away on his tablet.

A couple of minutes passed. Then a few more. “He’s here,” I thought, “Why doesn’t he come to the door?” A few more minutes passed. Then, at exactly 9:00AM, he emerged from the truck and rang the bell. “Why,” I wondered, “did he sit in the truck while my wife and I stood there in limbo?” We could have been working on something for another ten minutes.

After stewing about this for a bit, I have come to three possible reasons: 1) The technician was finishing up his paperwork from the last call; 2) He said to himself, “I’m not on the clock until 9AM, so I’ll sit here and relax; 3) He and his colleagues have been given instructions not to knock on the door outside of the appointment window.

I don’t really care about the reason, except that the system texted me that he had arrived and set my expectation. Once the technician introduced himself, I found him competent and personable. But this was overshadowed by the eleven-minute gap in our lives. Sometimes a firm’s technology undermines the service and erases that extra polish you’re trying to achieve. Does this happen where you work? What are you doing about it?

Recommended Posts

No comment yet, add your voice below!


Add a Comment