Deep Breaths. Some fun time at work. More breaks with sugar and less
caffeine. Exercise.
All work to release stress.
If everyone is under pressure at your office - and you know it - it is
your job to help manage that stress.
Or lose customers.
Just my quick 2 cents.
Peter
Forbes Mercy wrote:
I received an email from my support staff who was mad because a customer called
screaming at them and the tech felt the installers weren't fixing problems
aggressive enough. Normally this is a simple fix but during this stressful
season both sides flew off in a rage. Our company dinner is tonight and I felt
perhaps I should send a little reminder of who we are. I laugh when the first
line says how much I hate the holidays but trust me it gets better. It's
something us small business owners, especially in this business, have to
remember to say when times get really stressful. I just thougth I'd pass it
on, I hope your not offended by it:
"You know what I really hate about the holiday season. People feel they are
under so much pressure to give that they become asses to everyone else. Our
customers become out of control crazy and our employees who deal with the same
problems year round become more sensitive because you are under the same pressures
personally for the holidays.
Pretty soon employee comments get harsher in the notes and the reactions get
more radical and everyone goes away miserable. I don't know about you but I
can't wait for the end of the year so people can just calm down. No business
is more affected then ours because if anything fails the customer calls
screaming that we ruined their Christmas or some nonsence like that, gee thanks
for ruining ours too, ya jerk.
I just want to make sure you know that a smart remark in notes will be taken much more personally
this time of year. Saying "I just wish you installers would go fix it" is going to be
met with "I think you techs can come try and do our job" responses. Neither is a
reasonable statement but I understand the pressure on both of you.
The only thing you need to take away from this email is this. I support you and will be as flexible as you need to make sure this season is not a pressure filled as the rest of the world is making it. My daughter is ready to walk out of her job because her bosses are self serving and make no attempt to understand the added stress of the season and in fact are adding to it. I won't add to yours.
Tonight we all have dinner and I want just for those few hours you to remember
that we are all in this together and we are a highly moral company who always
goes beyond the rest to take care of our customers even at personal expense.
We may not be a good battle for the billion dollar corporations who just want
to lose money to kill us but the core of our customers are still seeking
somebody in this world who still really cares about them and thats us. So feel
good that when the rest of the world seems to want to screw you we are caring
about our customers and leading by example.
Now take a breath and lets get back to work, see you tonight and Merry
Christmas and all those other religious greetings that I am now required by the
religious police to say. I got your back.
Forbes "
--
Regards,
Peter Radizeski
RAD-INFO, Inc. - NSP Strategist
We Help ISPs Connect & Communicate
813.963.5884
http://www.marketingIDEAguy.com
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