In this ‘down’ economic time, we need some ‘up’ thoughts. Funny that a movie called ‘Up’ would make its debut now! Anyway, incident or trouble tickets are not going to go “Up, Up and Away.” Therefore, we need to realize they are our friends and not our enemies.
When a customer files an incident ticket, it is a great thing for our company because it allows us to glean all types of information about that customer – name, address, e-mail, what they purchased, how they feel, what their income is, etc. How else would we get those pieces of information? We probably would not. So this is very positive.
An incident is not necessarily “trouble” – although it often is a problem, question, or complaint. Sometimes it is just a request for more information such as a user manual or how to do something that was not in the user manual (or they couldn’t read in the small print of the manual).
Once we get information from customers via an incident ticket, we can use that information to help them (and others like them) and better understand our markets. This will prepare us to emerge strong and focused as the economy turns around.
It is important to take advantage of all the information we have gathered now. Pull it back up, analyze it, figure out what people want and need, and then gear up to supply it.
This should make American companies much more customer-centric and better able to actually help people and supply products and services that are wanted and needed in the years to come. Now that’s an ‘up’ thought in a ‘down’ time.
