Service From Yourself

Service From Yourself

I was so proud this week to see some true customer service excellence from a colleague.

Someone had run out of toner and they had put in a help desk ticket to get it replaced.

In the meantime, there was a large order of toner on order, but it was still a day or two out from delivery.

So my colleague responsible for this area took his own toner out of his printer and gave it to the person who was out.

I got a wonderful email thanking us for the unbelievable customer service.

Honestly, there are other printers that the person could have used in the meantime, but this person went above and beyond to keep the customer working and happy.

Great lesson in customer service and exemplary behavior here. πŸ˜‰

(Source Photo: Andy Blumenthal)

Getting It In Writing

Getting It In Writing

So this is funny, this company, Knock Knock makes witty office supply products.

This one is a picture of file folders that say, “Useless documents to provide appearance of importance in meetings.”

They have another set of folders with, “Papers to shuffle endlessly thereby accomplishing nothing.”

These reminded of the importance of getting things properly documented, in writing.

Otherwise you get the unfortunate scenario that goes something like this when coming to agreements with others:

– Person #1: “If it’s okay, can I get that in writing?”

– Person #2: “You have my word. Don’t you trust me?”

The end result is an undocumented verbal agreement, and this is invariably followed, at some future time, by a disagreement, as follows:

– Person #1: “Well we agreed [fill in the blank].”

– Person #2: “I don’t recall that. Do you have it in writing?”

When someone refuses to give it to you in writing that is a clear warning sign, and bells and sirens should be going off in your head–loudly–that there is a problem.

The lesson is:

– Get it documented in writing, period.

– Documents are not useless even if some people use them to look important or they get caught in paperwork paralysis.

– Verbal agreements are a he says, she says losing game.

– Avoid getting caught without the documentation that spells it all out–and you can put it in one of these cool folders too. πŸ˜‰

Note: This is not a vendor or product endorsement.

(Source Photo: Andy Blumenthal)