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?

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