Often in software implementation, the focus is on shortening up the time between when a client signs a contract to the time they are actively using the software. The purpose of this is to get them into the support chain so that we can send canned FAQ responses or log tickets in a queue that requires days and even weeks for a reply, but I digress because this isn’t a post about customer support Continue reading
Posted in Ideas, Managing
Tagged business, client support, customer support, cymberly, cymberly pierce, faq, faqs, implementation, implementation cycle, implementation manual, process, product support, sales cycle, software, software implementation, software implementation manual, support, support chain, technical support
Sometimes my three chihuahuas get into a fight. But based on what I’ve learned about dog behavior, I have to let them work it out to determine who is the alpha dog. It’s hard to do because my first instinct is to step in and break it up. But I’ve learned to wait until it is neccessary for me to step in (Liberty Belle is especially protective of her Greenies).
As managers of people, we want to help our employees be more effective. But, sometimes, instead of rushing in to help, try letting your employees resolve the situation by themselves. Of course, be there for guidance and support as needed, but they might be able to resolve the problem without your time & involvement – and possibly even come up with a better solution. After all, it is what they are paid to do…think for themselves.
Posted in Managing
Tagged alpha, chihuahuas, dogs, effective, employee, greenies, guidance, involvement solution, liberty, liberty belle, manage, manager, people, problem, resolution, resolve, support, time