Tuesday, 3 March 2009
It is still about Communication & Service!
I enjoyed joining a sales call this week with one of our Global Development Managers. The first meeting had identified our purchase order management system, PowerView PO, plus our capabilities in China as areas that could provide cost savings both direct and indirect.
The demonstration of PowerView PO was well received but during our conversation a real frustration this company had was due to the incumbent not having an escalation process that would deal with problems or delays. I probably bored them by sharing my favourite story of 28 years ago when I reported a delayed shipment to my manager who dismissed it by saying 'you can sort it out'. 2 weeks later a similar situation with the same client occurred and I thought I should follow the previous instructions and resolve it myself. A couple of days later I was called into the MD's office to be asked 'why did not you tell your manager about this delay'.
As I moved into senior management I vowed to ensure systems were in place so staff were/are trained in the key danger areas, that they have a clear escalation process and that as a company we have proactive corrective & preventative action system that work. I would be interested to share and hear ideas on this important area.
Labels: Communication, Minimum Service Standard, Reporting Structures, Service
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