There probably isn’t one person reading this right now that hasn’t encountered a similar situation where they have gone through very difficult times with a loved one. I know I have been bedside many times with various family members over the years, wishing we did more things, enjoyed life to its fullest and in particular, communicated things that really mattered before it was too late.
Frequently I read business to business blogs and they are infiltrated with statistics and study after study trying to make their point. Such as Gartner, who claims the average large corporation has an average of 87 hours of system downtime per year. OK, I had to sneak something like that in, but really, in the end – none of these stats matters much. We can probably all agree that we will all have system uptime, and system downtime-and we’ll continue to have it. What matters is the relationship you have with your customer, in advance and during the difficult stretches, to help minimize the cost of downtime.
I normally try to avoid reading articles like this – they sell fear and warn of impending doom. I mean who wants to be reminded of life’s “down times”. It’s half the reason I avoid Facebook. They could call it complainbook, deathbook, etc. Unfortunately, difficult times are reality, and from it we must take away lessons (if we are smart enough to pay attention), that teach us we need to communicate better and share more not less. A lesson we can apply to customer service; communicate and share more, not less.
An IT Customer Service Initiative: Communication
Instinctually we know that if we try to bullshit our way through a situation and don’t come out clean from the start, that one lie turns in to five lies, and so on. It’s this very fear of communicating something bad that prevents us from communicating. For every communication that should occur (but doesn’t), we cause an exponential problem that we could have desisted from if only we communicated it in advance.
The Bottom Line
Don’t waste your time building your own application status pages and app status communication platform. Use a provider that specializes in doing just that with little to no work involved. Yes! I’m pumping a company, I am a co-founder of www.statuscast.com. Better communication with your customers leads to better IT customer service and cuts down on the cost of system downtime. Your customers will love you for it and the ones that don’t; well, you can’t please all the people all the time.