P.441 discusses when a message begins to represent a symptom of a problem. The example used is of upper level management creating committees, then ignoring their recommendations. The gripes of committee members being rejected may damage company culture.
When working in networking, we had a series of customer complaints of network interruptions. Our tests showed nothing, but upper level management was eager to show progress and set up a regional template team to revamp configurations and standardize things. We met for weeks and restructured templates. When it came time for implementation, all the individual sites refused to use them. The customer complaints have subsided a bit with management's promises, so they ignored our complaints. Weeks of overtime work for nothing... very frustrating. :(
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2 comments:
I agree with you, i have in this situation multiple times. Lot of Customers most of the time assume the problem to be the most obvious thing they can think of do not want to work with others in trying help find out where the exact problem as they already made up their made about where the issue is.
Last year when I was on call during the Christmas break a user called complain that he cannot access his e-mail to setup his out of office assistant and was claiming the mail server was down as he sees his Out of Office turned and but does not see it working when he sends an email form his yahoo acount. I knew this was not the case but was not able to convince him. When I was trying ask questions he was getting irritated and was asking if i can come to office so that i can look at the issue. I had to tell him that I will not do that and asked him to use his blackberry to setup Out of office message. After guiding him through this process I asked him if he can share his desktop so that I can see what is wrong then the funniest thing happened "he realized that his VPN connection was disconnected and his changes to Out of Office were never pushed to server". After that i always ask people the question are you connected to the company network first before debugging any issues.
It seems that the message representing an underlying problem is not all that uncommon. Your post brought to mind the meaningless lip service many companies pay to customer service, in response to consumer complaints. Examples range from my health insurance company thanking me for the "opportunity" to serve me, while raising my premium 15%, to the phone company "customer care representative" asking if he has provided me with "exceptional service" by answering a simple question. In case any corporate executives are reading this blog, the answer is NO! I believe the solution lies not in the trappings (such as implementing yet another customer service initiative), but in promoting an ethical and mutually beneficial corporate culture.
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