Fair Play
Posted by Jason on January 7th, 2008 — in Business Solutions
As an employee of Busines Solutions, Incorporated you will strive to be the best every day. You may rely on an easy-to-use code of conduct.
Remember PROMS:
Professional. BSI employees are skilled and highly trained. You will conduct yourself by the highest standards of integrity and professionalism.
Reliable. BSI employees arrive on time for service calls and offer fair, accurate estimates. Our clients can rely on you.
Observant. BSI employees are sensitive to customer needs. You will be proactive in identifying areas in which leasing and service can be grown.
Methodical. BSI employees are not seat-of-the-pants people. You will understand, respect, and rigorously follow technical procedures and company policies.
Smiles. Don’t forget the magic, final ingredient in a successful BSI service call – smiles!
Posted by Jason on January 7th, 2008 — in Business Solutions
It’s an unfortunate fact of life that occasionally, a client will be very, very upset with you. Motivational psychologists tell us that an angry customer, handled correctly, can turn into a valuable friend and ally. Here’s what you can do, in five easy steps:
1. Tell them you are sorry. Promise that it won’t happen again.
2. Ask them what it would take to calm them down. Don’t make any suggestions or set any limits. In rare cases they will want a simple apology (see step one).
3. If you can give them what they want, do so. If you can’t (and let’s face it, you probably can’t – there’s an excellent chance that they are being unreasonable), tell them they will have to speak to your manager.
4. Let them speak to your partner. Tell the client that he or she is your manager. While this is technically a lie, it’s a helpful lie for both you and the client.
5. Repeat steps one through three. If you and your “manager” can’t resolve the issue, it’s best to leave the client and let them cool off for a few weeks. Under no circumstances should you direct the client to contact your actual manager, or any senior BSI employee.
Posted by Jason on January 7th, 2008 — in Business Solutions
You were only trying to replace a fuser element, but you accidentally clipped the heat exchange fan and now it’s bent and useless. What do you do?
The correct course of action is to acknowledge the damage you’ve caused (see “How to Deal with an Angry Client”, page XX) and swiftly remedy the problem. Note the repair as “technician origin” on BSI-214 and add your initials – the cost of parts and labor will be promptly deducted from your paycheck.
Business Solutions, Incorporated cannot endorse deceptive practices. There are no circumstances in which BSI would encourage you to fold the damage you’ve accidentally caused into the trouble ticket problem description. Billing the client for damage you caused, using form BSI-214, line 7*, is unethical. Since no client possesses the technical acumen to determine precisely what has gone wrong with their copier, BSI must rely on your integrity not to take the easy, painless and undetectable way out.
*Line 10 if damage is to a motorized feed mechanism such as a finisher stack roller wheel.
Posted by Jason on December 9th, 2007 — in Business Solutions, Check this out dude
I had a productive playtest yesterday and learned a lot, but even better, Seth Ben-Ezra and his Peoria group also had a playtest and recorded the whole thing. This is a really useful tool for analysis, let me tell you. I mixed it down into a five minute goof. Enjoy!
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Posted by Jason on November 22nd, 2007 — in Business Solutions, Check this out dude, Design
I’ve been prowling the Federal depository for informational symbols. My idea is to use them as visual punctuation in Business Solutions, and I’ve got a pretty amusing assortment gathered so far. I think we’re going to have to do the paper quality ones - too dark, gritty, blurry, too light, blank - on our own.
[Sample symbols]
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