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• Tue, 18:18: 15 seconds with... Pirate? (@oaktownpirate) http://t.co/rnjxaCa6MZ

customer service issues in the field

So for those of you who don't already know, I've changed jobs. I now work for one of the big GPS companies doing data collection. Think 'Google Street View car' but for someone other than Google.

 

Anyway. I get approached all the time by people on the street. They want to know how the van works, if I can upgrade their device, and today, there was a very nice gentleman who had a WORLD of feedback.

 

I mean it when I say he was nice. He clearly was looking to make things better.

 

2 problems:

 

1. he was clearly coming up with the feedback on the fly. I recognize that people don't write up their feedback and keep it with them every day in their wallets in the hopes that they might run into someone from the company, but thinking of new stuff every couple seconds and throwing it at the guy you just met in the parking lot is probably not a good means to getting your issues addressed.

 

2. at the end of the day, he's taking it to the wrong guy. for a number of reasons I won't go into here, I'm barely an employee. yes, I am technically, but I'm in a position which is very much like a contractor. I've never had the opportunity to shake hands with my boss. that's how remote I am. I will pass on his thoughts, but I'm thinking that the email he claims to have written was probably far more effective than talking to me.

 

of course, writing an email doesn't feel as effective as talking to someone face to face. I've had enough customer facing jobs to know that.

 

so I stood there and listened. I echoed things back to him so he understood that I was paying attention and understood what he was saying. he shook my hand and gave me his business card.

 

hope it made him feel like he got somewhere. would be awesome if the feedback that I will send up the chain was responded to, but I'm not banking on it. not because of who I work for (they seem great) just because I know how important one voice tends to be in the ocean.

 

it was nice to meet you Richard.

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