| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 1056.1 | humanizing business | ODIXIE::CARNELL | DTN 385-2901 David Carnell @ALF | Wed Mar 21 1990 13:13 | 17 |
|
Ref: 1056.0
I like the way this sheet has "humanized" the business transaction,
moving beyond just another vendor selling you a hotel room for the
night.
Perhaps Digital should consider placing a few good words onto a sheet
for our customers, packed with the terminal, left behind by a Customer
Services engineer after a site repair call, etc., all in order to
further humanize the transactions between Digital products and services
and our customer users and decision-makers.
With regards to traveling, anything that helps take away the
strangeness of being on the road certainly helps alleviate the downside
of being on the road -- tell us the name of the hotel in Albuquerque.
|
| 1056.2 | | STAR::MFOLEY | Pump up the jelly | Thu Mar 22 1990 00:02 | 7 |
|
We'd probably just get slapped with a lawsuit for doing something
like that... Part of being popular I guess..
:-) :-)
mike
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| 1056.3 | Yup, I've been there also | SCAACT::RESENDE | Just an obsolete child | Thu Mar 22 1990 15:10 | 5 |
| I stayed at that same hotel last year and received the same. Likewise, I was
struck by the "HUMAN-NESS" of the action and deed. Nice to know, that while
they want me for my $$$$, they still treat me like a person!
Steve
|
| 1056.4 | They are ... | SCAACT::RESENDE | Just an obsolete child | Thu Mar 22 1990 15:12 | 3 |
| For those interested, the hotel is the Holiday Inn Pyramid, just off the
interstate and North of the big DEC facility, and in the parking lot
of the local DEC office.
|
| 1056.5 | | BOLT::MINOW | Gregor Samsa, please wake up | Sat Mar 24 1990 07:11 | 17 |
| re: .2:
Of course, we could do something as simple as put a sheet of paper in
the computer that says something like:
Hi, I'm Martin Minow. I built your computer at Dec's Westminster
Plant. If you have any questions, or if something is missing from
the shipment, please call me at 508-493-9922 so I can help you
get your computer running.
Thanks for buying a Digital computer.
Martin.
And, yes, the phone would be answered by the tech who built the computer.
Martin.
|
| 1056.6 | Inspected by No. 23 | TLE::AMARTIN | Alan H. Martin | Sat Mar 24 1990 07:35 | 4 |
| Re .5:
After all, they do it with pants, eh Martin?
/AHM
|
| 1056.7 | | SAUTER::SAUTER | John Sauter | Tue Mar 27 1990 09:49 | 23 |
| re: .5---If we put that notice into every computer and terminal that
we built, your telephone would never stop ringing. Lots of the
questions that customers have can be answered by specialists who are
trained in supporting the product and dealing with customers. When
they get a question they can't answer, that would be a good time to
get Martin into the loop. Otherwise we'd never see another product
from Mr. Minow.
There are people who like dealing with customer telephone calls and
are very knowledgable about the products those customers call about.
(I know this is hard for product development people to believe; after
all, wouldn't _anyone_ capable of product development prefer to do
that? I found it hard to believe too, but I saw these people with
my own eyes.)
I think the specialists at the Customer Support Center do a good job at
handling an enormous number of calls per day. Although it would boost
my ego if I could put my name on every product I built, it is
sufficient for me that the support specialists know that they can
contact me when they have a question that they can't handle themselves,
and get a quick and accurate response.
John Sauter
|
| 1056.8 | Need for the "personal touch" | BSS::C_BOUTCHER | | Fri Mar 30 1990 07:37 | 20 |
| re:0 Thanks for sharing this with us.
re:7 If the phone never stopped ringing for the people that built a
product, maybe - just maybe - that would mean we have a problem with
the product that needs to be fixed. Too often we lose sight of the
customer that receives our products and services and we fail to
personalize our service for the customer. We need to look for new ways
to bring us closer to the customer.
Example, for the past five years, I have had my home phone number on my
business cards. Working in Corp. Accounts for three, now at CSC/CS, I
have had three phone calls at my home from customers as a result. In
most cases, they were just pleased to have access to my home number and
that was enough.
This is not to say that everyone needs to have their home number on
their business cards, but we need to break out of our shell and develop
personal rapport with our customers at all levels of our organization,
not just at the CSC's. We need that personal touch ...
|
| 1056.9 | A Possitive Statememt!!!! | WFOV12::MROCZEK | | Wed Apr 04 1990 16:47 | 17 |
| Hi there,
About 7 years ago the group I was working with in Enfield put an
800 number on the static bag over the modules we built. Most of
what we built went to internal customers but some also went to the
field. The 800 number was for a RED phone out in the process where
the Modules were built and was answered by any one on the floor.
We did not get a whole lot of calls but we did get some, mostly
from System plants just wanting to see if it was for real and some
from the Customer in the field, who wanted to say that they had
just installed the Module at a customer site and it worked great.
We really were trying to help people understand that we really did
care about what they were finding with our modules. It was usually
exciting when that phone would ring and people would run to answer
it. For us it was our way of showing the personal touch.
|