Only a Number

I often feel like I’m only a number when seeking service as a customer of some institution or other. Sometimes, the bigger the institution, the more the feeling is supported by the service. It’s an unfortunate statement but an experience I’m sure that many of us have shared.

You know what I’m talking about, when the person representing the institution has an air of “let’s move this along; I’ve got other people to deal with”. Impatience is frequently a characteristic of someone who regards a customer as a number, not someone the institution values and wants to serve. …or, someone that the institution recognizes as essential to its existence.

Being a “large” institution can sometimes allow this attitude to exist among its representatives. Because, after all, there are lots of other consumers available. A focused effort must be made to prevent it from happening. It can be prevented. Large institutions can encourage a feeling of importance to all customers. The hospitality industry makes a very public effort in this regard. Advertising campaigns are often focused on the uniqueness of the guests and how the services accommodate them.

Manufacturing Information Systems recognizes its need for customers, not just numbers. Our entire staff is acutely aware that customer numbers are solely for identification for administrative purposes. People essential to our mission license our software and are treated accordingly.

Visit us online at www.misysinc.com

Surveys

My instinct is often to delete them when I get one via email. They rarely arrive at a convenient time. How meaningful are my responses going to be anyway?

Then, I consider Manufacturing Information Systems’ surveys. We are very eager to know what our users and Business Partners think. We truly pore over the responses that we get. This is one way that we get direction for improvement, not only of the functionality but of our service as well.

The “comments” section is of particular interest to us. This is where users can get very specific to address something not covered by the questions already posed. I actually did get a follow up call from a vendor who allowed “comments” on a survey that I had completed. I was dissatisfied and the vendor followed up to get more details. The survey was apparently of interest to that vendor as well.

We do want to hear from our users and partners, what we do well and where we could improve. Unparalleled customer service is the target and users’ feedback can help us hit it.

Visit us online at www.misysinc.com

Honey versus Vinegar

As a child I made the observation that “vinegar” was usually not the way to go when seeking satisfaction for a malfunctioning purchase. My father had a short fuse. His initial approach when returning something defective was even tempered. As soon as he sensed any resistance, the person handling this customer’s service was in for a challenge. The discussion was sometimes unpleasant.

He usually tried everything that he could to make it work before going back to the vendor. Unfortunately, by then he was frustrated as well as disappointed.

I preferred not to have this type of encounter when I returned a purchase that didn't function as advertised. The “honey” approach was more effective from what I could determine. Dad used it occasionally, like when he’d contributed to the malfunction. (For example, if he’d used it improperly to begin with, thereby contributing to the problem. Written instructions can be useful.)

I fancy myself as somewhat mechanical. When a piece of equipment broke down, I diagnosed it and sought a replacement part. The one I bought didn't solve the problem. So, I went back with the “honey” approach and immediately got another at no charge. This one didn't work either. Same process and I got another one. I got three new parts, with no unpleasantness, before I realized that my diagnosis was wrong. (Having used the “vinegar” approach would have caused me much more embarrassment than I experienced.)

MISys’ Customer Service professionals have served both approaches in meeting our end users’ needs. Whatever their concern, if there’s a possibility that we might be able to assist, we welcome the opportunity. We too are consumers and also use a variety of software products, so we do have empathy in inventory.

Providing service so that end users have a positive experience with MISys Manufacturing is why we’re here. Honey or vinegar, let us provide or direct you to the service you need to realize all of the benefits that you anticipated from licensing our software. Your return on investment (ROI) is important to us too.

(For the record, honey is preferred.)

Visit us online at www.misysinc.com

Follow Up, Follow Through

As with training someone to do a task, the training is not complete until the trainee can perform on his/her own. So is the completion of a transaction such as software licensing. The service isn’t complete until the end user has been provided with everything needed to achieve the return on investment that is expected. What we offer includes training, consulting services and priority support.

At MISys, our Customer Service Staff stays in continual contact with users until the conversion is complete. We follow up at regular intervals to check status of the conversion and offer whatever services we have available to help maximize the users’ return on investment.

If you do need help with implementation or conversion, don’t wait for us to call. Do contact us with anything with which you think that we can help.

Visit us online at www.misysinc.com

The Customer is Always Right

Wouldn’t it be nice if this was true? …speaking as a customer, of course. In many situations, it is true, e.g. when taste is involved. For example, when buying a living room set, only the customer knows what he/she wants. However, with some things, like a washing machine, the customer may not have sufficient information. We customers are sometimes tripped up by not knowing what we don’t know.

I bought a large capacity clothes dryer when my children were in college. …bad idea. As empty nesters now, we have a dryer that can’t dry small loads. Most of our loads are small these days. The sales person advised me up front but I was more short-term focused. When my children came home, the washer and dryer ran almost non-stop the whole time they were there. Yes, their student apartments had laundry facilities. But, why do it there when you can get help at home?

At the point where I, as a consumer, recognize that I don’t know what I don’t know, I make a judgment as to the focus of the service that I’m getting. Is the representative with whom I’m dealing servicing his sales target, his supervisor’s scrutiny, his ego, or the customer? My assessment makes all the difference in the transaction.

Since the targets of the MISys Customer Service Department are collective (think Three Musketeers), there’s no debate about why we’re here.

Visit us online at www.misysinc.com

Press 1 for English

…ever heard this one? I have, many times. It usually means that the organization is very large and I should pay close attention to the options. I wouldn't want to have to start the list over. I brace myself for the sophistication of the automated call direction system.

I certainly understand the need for a system of this type in some situations. It can be very efficient at routing calls. It facilitates more effective use of the call center’s time, and ultimately, the caller’s. It allows specialists to deal with calls in their specialty rather than interpreting an issue and routing the call appropriately. Hopefully, reducing the amount of time it takes to resolve an individual issue.

This system needs careful monitoring, however. I've encountered times when I get five or six menu levels into a call and get disconnected. My attitude is not enhanced by this eventuality. …especially when I’m looking for resolution of a problem rather than information. When seeking information, patience isn't usually an issue.

At MISys we do use an automated attendant system as well. We don’t however, have several layers of menus or multiple languages. We have the luxury of staff that can address many different issues or can direct the caller to the appropriate party. Languishing in our voice mail system is not one of our options.

And, by the way, when you call MISys and dial 1, you get Sales.

Always and Never

These are terms that are used infrequently in Customer Service. This is an area where each situation is unique. Making hard and fast rules is nearly impossible when circumstances can vary widely. The manufacturing software that MISys develops is a reliable, consistent product and everyone gets the same version. However, how it’s used in the end user’s installation is singular to each company.

This reality presents opportunities for creativity and critical thinking that severely limit our ability to make “always-” and “never-” type policies. Though these would be convenient, they would not likely meet the need. If canned statements would address the questions and concerns that arise, we wouldn’t need the staff of professionals that we currently employ. We know that “canned” is not in the best interest of our customers.

This approach seems to resonate with our clientele. We get continual acknowledgement of our efforts in helping customers maximize the return on their MISys investment.

Visit us online at www.misysinc.com

Service

When is service rendered? …when the end user gets what he/she wants? …when the need is met? …other? Our approach at MISys is to facilitate meeting the end user’s need by ensuring that the software is functioning as it was written, in the user’s application.

This facilitation may involve a coordination of the efforts of the Technical Support Team, the Sure Start coaches and the Training staff. We may even access the skills of one of our Partners to assist in getting resolution to an issue when the demand on internal resources is high. We understand that typically, time is of the essence for our users.

We regard a matter as concluded when the user feels that it is. Sometimes an issue is resolved in a way that the user couldn’t anticipate. The resources at our disposal accommodate thorough exploration of matters. Service may involve several people who all recognize that the software must perform as promoted.

Visit us online at www.misysinc.com

Appropriately Serve

In my last post I used the term “appropriately serve” in reference to MISys’ objective relative to its end users. In this context, the term “appropriately” can have a variety of definitions. Each would necessarily reflect the perspective of either the end user or the software provider.

Having much experience as an end user of integrated software, primarily in a manufacturing environment, I can relate to all approaches. Also representing the software provider makes for interesting deliberations when an end user has an extraordinary request.

Searching for the right solution for all considered can go beyond the Customer Service team to Technical Support and Sales. Every effort is made to get sufficient input to meet the end user’s need as efficiently and satisfactorily as possible.

We do attempt to place ourselves in the user’s shoes with each interaction. If we were calling regarding the integrated system that we use, what interchange would we appreciate?

Visit us online at www.misysinc.com

Is customer service an archaic concept?

It would seem so in many situations. I’m sure that most of us get to experience some sort of “customer service” daily. Usually, we think of the term in the positive. As in, being served is a positive experience. However, in recent years, I’ve heard much discussion about the concept being dead since it’s not often that our interactions as a customer are especially positive events.

Some companies are making an effort at providing favorable service. These transactions stand out in my memory. …which suggests a lack of frequency. I hope that the recognition that the customers pay the bills becomes widespread.

Returns, sequels and reruns are not always appreciated. However, a return to making business transactions positive experiences for the most part would be most welcomed. At MISys, this is a return that we’re committed to help bring about.

Being responsible for Customer Service here, I’m very sensitive to how I’m treated in all of my transactions. MISys will be one of the forerunner companies of what I hope will be a trend.

To facilitate that, I am on a continual search for best practices. Exploring my findings and the actions we’re taking to appropriately serve those who have transactions with us will be reviewed in future posts.

Visit us online at http://www.misysinc.com/

My son, whose on a continuous search for inspiration, sent me the following quote recently.

"If you want to build a ship, don't drum up the men to gather wood, divide the work and give orders. Instead, teach them to yearn for the vast and endless sea." Antoine de Saint Exupery, author of The Little Prince.

This suggestion has caused me to reflect on my management style. I’ve read the books and attended the seminars but have not come across such a profound summation. I anticipate that a well-articulated vision would be more effective than dogma in many situations.

I’ve also considered that if the yearning “for the endless sea” doesn’t come about, I need to reflect not only on my direction but on the quality of how I’ve shared it. I can imagine the level of enthusiasm and support that this yearning would generate.

The possibilities might be “vast and endless”.

Visit us online at misysinc.com