I used to dread support emails. Inevitably I would feel my heart race as I saw a ticket come in, or got pinged on my phone by a long-time client.
About a year ago, I decided to make a change. I adopted the following guidelines to help me realize that “support emails” are the foundation of what we do:
- I am going to communicate with a joy and energy that conveys an overall vision for what my organization believes and does.
- I am going to treat every interaction (phone call, email, blog post, tweet, etc.) as an opportunity to convey my passion for what I do, and I understand that every communication crosses over “departments” – sales, service, support, training, advertising, marketing, etc.
- I will use tools that empower everyone on my team to communicate effectively, efficiently and in a timely manner.
- I will use tools that accurately track what is “actually happening” and I will regularly check in with these analytics to identify strengths and weaknesses.
Over the past 12 months, our average response time is measured in hours, not days.
Over the past 12 months, our own products have dramatically improved, and we are serving a record number of equally passionate clients.
I now *run towards* at any opportunity to interact with any organization interested in doing something better.