Light Minds Think Alike : customers

I Don't Want to be a Downer...

mmeskill — Tue, 29 Jul 2008 15:08:00 GMT

It seems like there is always a good bit of talk about what a fun place ETC is to work but last night I was lying awake in bed obsessing over a number of different issue I need to deal with and felt that someone should address the fact that we do real work here J Now I’m defiantly of the belief that ETC is a great place to work but it is still work.

One must keep in mind that for everyone of us sometimes crazy theatre people that work in customer facing departments, there are countless others that are doing the day-to-day labor that actually leads to products getting shipped to customers. Remember, in real terms ETC is a manufacturing company. I often find myself envying these individuals in the ability to come to work, complete a quality task, and then go home with the feeling of a job well done. When I was a Factory Field Technician, I had that feeling on a regular basis as I spent the majority of my time installing new ETC Lighting Systems and was rewarded with a happy new ‘end user’ at the end of my efforts. Or I got to fly into a city in the 11^th hour, do some magic and save the day; usually with the assistance of a much smarter Phone Support Technician who did not get to see the smiling customers face or get the free beer after the show.

Now, as a manager of 10 years, I endeavor to ensure that the cogs in the machine run smooth for any employee or customer I come in contact with. Although I find the task enjoyable and rewarding, it is does not give the same degree of daily or weekly satisfaction I once had and thus it seems more like work and therefore less fun.

Then there are the fights and arguments that are the opposite of fun. Fights you say? Arguments? Well yes, but in the: ‘We all want to go for Chinese buffet but spend so much time debating which is the best place that we use up our lunch hour and have to order in pizza’ kind of way. Meaning that the people I work with are so committed to finding the best way to things that we often fight about what the absolute best course of action is and on the service side I have seen it spin out of control…always to the benefit of the customer. For example: A call might come into Phone Support and it is decided to that a RMA should be issued. A coffee break 10 minutes later leads to discussion about the problem and a manger decides that a new unit should be sent. Then a second manager is consulted and believes that a Field Tech should first be sent to site to investigate the problem. Now the fun begins. The cheapest thing would be to send a loaner and issue an RMA. Sending new equipment or a service tech to site is expensive. So we fight about the best way to resolve the issue and eventually end up sending new equipment and a service tech and some extra parts that we think maybe will be needed.

Finally there is the guilt that makes working in service at ETC un-fun. You see, I was raised Catholic but joined the Unitarian church 7 years ago…but I still suffer from “Catholic Guilt”. I also suffer from “Service Guilt”. Service Guilt happens when despite your best efforts and intentions you outright fail to fix the customers problems. In the case above, the best decision might have been to send a loaner and issue a RMA. But then the loaner does not work when it shows up at site. You send a service technician to investigate and the problem is with the loaner. You do a quick-turnaround on the repair and send it back right away. It breaks again 4 days later. You send a whole new unit. It shows up with a broken GM fader. These things happen and they are beyond my control but I end up with an extreme sense of guilt that I have just put some TD at the local community theatre through the worst service experience of their life. It is not a fun job on that day.

In the last month I have: Had a picnic for all my German employees at my house, gone to the ETC Inc Summer picnic in my Lederhosen, gone to the ETC GmbH Summer picnic on a large hill overlooking a beautiful valley, went to a ETC Professional Services potluck, and had countless after work outings with coworkers who are also loyal friends. Yes, there is the unhappy getting up and going to work every day thing but God help me, I love it so.

Have a good time.

chiefjoseph — Thu, 10 Jul 2008 18:10:00 GMT

So, I've been a little preoccupied. Lincecum and I talked quite a while ago about adding my two cents to the ETC blog pool and I was all jazzed about it. I mean, what a great opportunity to actually get to write something interesting! No offense to those of you who actually wait with baited breath for the next version of the Eos manual.

But of course, real work got in the way. Always does. Nonetheless, the influx of bloggers to the ETC community has been expanding and each time there is a new post I get a little email notice telling me that someone else has posted. Like an annoying 7-year-old (Bill Cosby called them "Informers"), these notifications poked my subconscious as if to say, "Other people are getting to do something FUN!"

Well, I decided that I finally had to make time. Not just for blogging, but for all of the side projects that, when faced with a looming deadline, seem to crowd the back burner. So today, I made it my mission to pick up a few of those dusty tasks and dedicate a little time to them. Basically, a renewed effort to make room for having a good time (Yes, I have Paul Simon playing in the background). One of those projects was blogging.

Luckily, another one was familiarizing myself with some of the efforts going into Workshop 2008. And this coincides with “Joe's newfound blogging effort” quite well. Particularly since I found that what's buzzing around ETC for Workshop is pretty darn cool.

I'm sure most of you have your own perception of what Workshop is, has been, or will be to you. Information overload? Possibly. A great social engagement? I hope so. A waste of time? I doubt it. And I have a pretty good feel for how ETCers tend to perceive it, which is a whirlwind of friends and colleagues, familiar voices being matched to faces, and an enormous information download. Personally, I look forward to it every year. If for no other reason than I get to surround myself with a mass of people who actually have an interest in what I do for a living...what we all do for a living. How rare an opportunity is that?

In poking around today within Marketing, I garnered a lot of zeal about all the things we're going to be doing to enhance the Workshop experience. I'm even lucky enough to get to participate in some of it. And after I had made the rounds, I got to thinking about all of it and what it means.

To be sure, a lot of what we are doing involves our newest products or changes in strategies. Of course there are all of the training and informational classes that are the drive for the entire event. Then there are the social aspects: the Welcome reception, dinner, barbeque, and softball to name a few. But on top of that, I found that there are a lot of little plans in the works that aren't really there for any discernible reason...other than for your enjoyment. Nothing more. And THAT is what I think is really exceptional.

Sure, we want you to come and see the factory. Yes, we hope that we can teach you something while you're here. And we certainly hope that you will be well-fed. But to top it all off, we truly are working hard on a lot of little extras in hopes that you will enjoy yourself. How many companies have that on their list of objectives for a 3-day workshop?

Personally, I find it remarkable. In the midst of so much else going on, there are plenty of individual efforts going into ensuring that you can come to ETC, learn a few things, and most importantly, have a good time doing it....really....we mean it.

So here's to hoping that all of our efforts come to fruition in the next couple of weeks. Workshop is shaping up to be a great event, yet again, and we look forward to seeing you. When you're here, keep your eyes peeled for the little extras that we've whipped up for you, try to learn something, and most importantly, have a good time.

"So God bless the goods we was given
And God bless the U. S. of A.
And God bless our standard of livin’
Let’s keep it that way
And we’ll all have a good time."
- Paul Simon

On Angry People

dlincecum — Thu, 05 Jun 2008 13:16:00 GMT

Seth Godin out up an interesting post on dealing with Angry people. One of the things I like about Seth is his use of small illustrations and he uses one here to point out the separation between angry people and everyone else (even other angry people!)

I've been an angry customer, I've dealt with angry customers. I have to say that my experience being an angry customer did not really prepare me for dealing with an angry customer. The divide Seth talks about is always unique.

How do you deal with angry people? " That's our policy sir . . .?" "Sorry you feel that way . . ."

David Lincecum