The Coach's Corner

Archive for September, 2012

Can I Please Talk to Someone?

September 24th, 2012 // Tom Doescher // 1 Comment

If you regularly read my blog and newsletter, you already know about my struggles with technology. Based on the feedback I receive, many of you can relate. Well, here’s an issue I’m still processing. I have an opinion about it, but I concede I may be wrong. I’m not sure yet. Anyway, many of the online services which are free to subscribers fail to provide a phone number you can call if you have problems with any aspect of the service. You need to ask your questions via e-mail, or by contacting an online help desk. Often, I don’t know specifically what question to ask without being able to fully explain the circumstances, and I don’t understand the written answers I receive. I just want to talk to someone!!!! I am sure Scott Klososky, a technology consultant who writes a very interesting newsletter for businesses trying to retool old dogs like me, would say, “Get over it.” But I still wonder, is there a middle-ground solution for people like me, who sometimes struggle to stay on top of technological advances? Is it too much to ask for some degree of direct human contact?

What’s More Important, Customer Service or Efficiency?

September 10th, 2012 // Tom Doescher //

Believe me, I understand how efficiency and technology have substantially reduced business process costs. But give me a break! This past year, my heart medication pills were running low, so I logged onto the online pharmacy service I was using and reordered the medication. The service sent me a message saying that, by their calculation, it was too early to get a refill; they could not (and would not) process my order. I counted the pills, which come with 90 in a bottle, to see exactly how many were left. Because the online drug service refused to send me the pills, and in an effort to make the medication last until a refill would be allowed, I skipped taking a dose every third day. Several months later, I became aware of a small pharmacy in my doctor’s office building by the name of Oakland Pharmacy. What a breath of fresh air! Lynn, who usually takes care of me now, will call me when I need refills, and she arranges same-day delivery to my home. This ordeal made me wonder, where am I being efficient, but totally ignoring the impact it makes on my client?

The Advisor’s Corner

Tom DoescherYou’ll find stories from the trenches, business lessons, and pertinent questions to help you find inspiration, professional growth, and leadership savvy.

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