Tag: customer

Have you ever taken a job that just did not feel right but you decided to do it anyhow?

Last year I had the pleasure to do just this and I am not joking when I say it felt like I worked for the hillbilly mafia. The question you may have is why do I say this, well let me begin.

The organization that had been ignored for ten plus years and although there were personnel that tried to move them into the early 21st century, they were not allowed to proceed and these personnel were considered trouble makers. This was not evident on the surface.

Why would an organization be ignored for ten plus years? The organization was part of many small organizations that had been passed from one generation to the next and was not critical in the scheme of things. In fact, the management of most of these organizations was moved to a small management company to many which I have identified as the hillbilly mafia.

Prior to accepting this challenge, I obtained assurances that I would be able to do what I needed to do to move forward and I developed, submitted and covered in detail the steps required to transition into the 21st century. I emphasized that it would take a minimum of twelve months for revenue improvement to occur. So, I moved forward with high hopes that this company could be revitalized within twelve to eighteen months.

Within two weeks of taking this challenge over I ran into my first indications of trouble. These issues worked hand in hand with each other and I should have known immediately the game was up and this was not a good fit but every challenge can be addressed right. What was the challenge?

• The company sold new and used equipment and primarily sold used because there was no strategy to sell new.
  • The goal was to minimize used sales and scrap much of the used equipment rolling the scrap metal revenue back into revenue. This would happen at the same time as a new equipment sales strategy was developed thus the twelve to eighteen-month revenue turnaround window.
  • In actuality, most of the used equipment was scrapped and the revenue went into the managing companies’ black books accounts.
• I brought the issue up and was immediately informed that this is how we are going to handle scrap metal and not to bring the issue up again.
• Based on this turn of events, there would not be a large amount of used equipment to sell and there would be no scrap revenue to replace. Within two weeks of accepting this challenge, the game was up.

This was the tip of the iceberg and end result was that you learn your lesson, move on and make every effort to not repeat the mistake. An opportunity that is right for you will come so it is best to wait.

Remember, if it smells fishy, tastes fishy and feels fishy, it is probably fishy.

Have a great one.

Jay Patterson

Wishing safety and health for those in Hurricane Irma’s path. We have been lucky for many years in the US but 2017 appears to be a heavy blow year,

Who remembers when we were told that PCs would make the world paperless? Well I remember and this is my story.

In the 1980s I purchased my first computer which was a Tandy 1000EX where you had to boot off a large floppy and soon after I joined one of the first online access companies “Prodigy” which utilized a dial-up connection. I was in the Navy at the time working as a Technical Instructor and Curriculum Developer at the submarine base in New London Connecticut and we have frame systems. I like many reading this were clueless where technology was going to take us.

In 1990, I was transferred to Kings Bay Georgia to work on older Fleet Ballistic Missile Submarines on the USS Canopus and was assigned to a hotel load division responsible for repair planning and estimating.

• A hotel load division is a work center that is manned by personnel reassigned from primary duties to do a job outside of specialty.
• Planning and estimating researched and developed all repair procedures and processes for system on submarines that were critical for maintaining life and safety.

In planning and estimating, I was exposed to PCs and a software package called Word Perfect where you did not need to use specific key strokes to indent, bold, etc. like on the mainframe systems I had worked on in the past.

Word Perfect was the most incredible tool in the world that allowed you to not only build repair packages but you could also share the work packages, review and make corrections without printing paper.

Across the kingdom was cheer and joy because life was going to be much easier since you did not need to type, review, red line, white-out and correct. It could all be done on a CRT screen and we were told the Navy would be paperless within five (5) years.

During my time in planning and estimating we made numerous attempts to move to paperless activities and we even had new fangled laptops to take to repair sites but for some reason they were float tested by the repair technicians so we could not move away from paper repair packages, Do you think they were resisting technology?

Since we could not implement a paperless society on our primary job we attempted to implement a paperless society for general administration, performance reviews, etc. Again, we were met with resistance since the approving officers were not PC proficient and wanted to review on paper. Go figure!!

It has been nearly thirty years since my initial dreams of a paperless world were dashed and although I have seen improvements in time we are still not there. Maybe the next generation will get us there?

How is your paperless world going? Wishing you the best, Jay Patterson

For forty years, I have been involved in Customer Service delivery whether I knew it at the time or not. Although we have made significant strides in technology, customer service is not what it once was and I wish you luck trying to call a real person to assist you on the phone.

Prior to joining the military as a teenager I was issued my initial customer service toolkit from an 80-year-old chef at Wagonmaster’s Steakhouse, from my 25 year old small business idol who owned a Mobil service station in Jamestown North Dakota, and lastly from my mother who was my life coach until early this year.

When I talk about my initial customer service toolkit, I am talking about customer service to not only customers you directly served but customer service to people that hired and/or managed you.

I joined the military at the age of seventeen having limited options in North Dakota and no college fund to attend auto body and/or auto mechanics advanced education.

Once I was in the Navy, I did not live by the old saying of “Never Again Volunteer Yourself – Navy” and volunteers for submarine duty because I wanted the challenge and was afraid of heights so did not want to be stationed on an aircraft carrier.

I cannot give major specifics about parts of my naval career but during my career, I volunteered for must fill critical positions on or at:

• Fast attack submarines.
• Submarine industrial repair facilities
• Technical education centers.
• Squadron operations.
• Local recruiter duty.

My goal was always to provide customer service for those I worked for, my peers, my subordinates, and end customers. Yes, there are customers in the military.
Unluckily or luckily, I retired from the Navy in 1996 due to military downsizing of the submarine force and even though I tried to go to mine sweeps, I was considered untrainable due to my career in submarines so I punched my time card and moved to civilian life.

Twenty years have passed since I retired from the Navy and during this time I have done everything from:

• Remote field technician.
• Trainer for field technicians.
• Regional service manager.
• SVP of Service, Logistics and Operations.
• Consultant for service delivery companies.

In each of these positions, the goal was customer service for my owners/managers, peers, subordinates and end customers in the financial equipment industry.

Now we come full circle back to my point regarding customer service.

I recently visited a Waffle House restaurant and although some may think it is ironic that I am discussing customer service and Waffle House in the same sentence, they are tied together.

Our server at Waffle House was in training and the person training her was a seasoned server who was determined to provide customer service training. She was so intent on providing customer service training that I grabbed a napkin and made bullet points on what she trained her on. Specific topic training topics included:

• Making certain that eating utensils were clean prior to placing on table.
• Making certain the table, seats, salt and pepper shakers, etc. were wiped off.
• Making certain that water was offered along with other drinks.
• making sure cups were full.
• Making certain that the order was repeated to make certain it was accurate.
• Making certain that quality of meal and additional needs was verified after food was delivered.
• Making certain that change was counted back making each dollar whole.

I was impressed that the time was being taken to ensure that customer service was job one at Waffle House. I will always compare all future servers to this visit when tipping and I am happy to report that customer service may not be dead.

Have a great night,

Jay Patterson

The beginning of a week of four (4) Mondays after a holiday started today and with it I will apply my thoughts on Publishers Clearing House the great American sweepstakes.

We all remember the possibility of Ed McMahon coming to our door and awarding us a million dollar prize but to this day I do not actually know anyone that has ever won the prize. I am sure it is not an urban myth but I don’t know anyone who has won.

Yesterday was the four (4) month anniversary of my mothers death and she would always fill out the paperwork for a chance to win the Publishers Clearing House million dollars from the time I was a young child until her stroke in early 2015. I always joked with her that there was no way we would win the Publishers Clearing House million but she told me if we did she would split it with everyone in the family.

After my mothers stroke in 2015, I took over the family responsibility of filling out the paperwork for Publishers Clearing House thinking perhaps her dream of winning a million dollars could be achieved if I continued the tradition. Initially, I filled out the paperwork that was mailed but wham…. there was an e-mail option that would send the info and link you to the prize submission websites.

Since early 2015, I have been submitting online sweepstakes, lottos, kenos, searches, etc., in an attempt to win the million dollar prize which has actually grown. I believe I have become addicted to these e-mails and although I have not won I will continue to keep my mothers dream alive and if I win, I will split it with the family and friends.

I find it somewhat humorous that I have selected this method to keep my mothers hopes and dreams alive but she understood the importance of financial security in helping you live a happy life.

Have a great, quintastic day and I miss you mom.

Jay