Tag: fail

Approving instructions

FabrizioLeave a comment

When you write instructions, make sure you test them with those they are written for.

It is not enough to get approval from somebody who knows and already understands the process you are describing.

Otherwise, this happens.

We ask you to create your own personal account at *URL*. In case you already have a personal account created for the child from preschool, the same account is used for the registration to school. You may not use the account created for an older sibling but are permitted to add the younger sibling using the key codes below.

From instructions to register your child to school

Process

FabrizioLeave a comment

On one side, you have two colleagues, with similar competences, juggling more or less at the same time the following tasks: client booking via phone call, client support via phone call, client data collection and entry, service delivery, invoicing, and payment collection. This is a mess.

On the other side, you have two collegues, with similar competences, alternating on their tasks more or less as follows: one does client booking via phone call, client data collection and entry, invoicing, and payment collection; the other one focuses on service delivery and client support via phone call. This is a process.

We use to think of processes as the main reason for inefficiencies and disengagement, but the right process in the right place can do wonders. And the client is the one benefitting the most.

No real thing

FabrizioLeave a comment

For most people, there is no real thing that is going to be better if you are going to work one more day, or check your email on Christmas day, or take a meeting while your family is gathered for dinner.

It’s just your fear of giving away control and of finding out that you are not that important.

Take a break, go on vacation, spend quality time with your family. I promise you, when you will go back, the same problems and challenges will be there waiting for you.

You might just have some more resources to tackle them.

Make it better

FabrizioLeave a comment

Customer communication is an opportunity to establish and strengthen a relationship. Not just a way to deflect a possible inquiry.

You should know (and tell) whether a package has been delivered or not. And if it has, spare the customer the clutter in their inbox.

You could add the link to track the delivery. And spare the customer the trouble to dig into their incoming messages to find it.

You could suggest a direct way to ask a question. And spare the customer the time to go through the website, the help section, the knowledge base articles, and the feedback form.

Good customer communication often goes unnoticed, because it makes the experiences smooth and does not impose additional tasks on the receiver.

It’s not impossible, and can be achieved with some intention.

Good and bad

FabrizioLeave a comment

The reason why I find this and this (and this) worth of my attention (and money), while I find this, this, and this (and this too) trite and unattractive, is not that the former are good and the latter are bad.

It’s that the former target a specific audience to which I apparently belong.

I don’t believe in good and bad marketing, but I do believe in effective and non-effective marketing. Know who you are selling to, know what you are selling, and make the match.

All the rest is non-effective.

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