A few months ago, we asked our support staff (which is made up of project managers, and developers, and others) to focus on one word: delight. Ultimately, we feel like making customers happy is the most important thing we can do as a company. So we reminded the crew that delight was important, and encouraged them to find a way to watch that.
Through our help desk software, we’re able to ask our customers how we’re doing as we close out tickets. This was an interruption that we didn’t want to impose on our customers, but it’s pretty light, and it’s pretty important, so we went ahead with it. The data from this feedback shows up on our big board in our gathering room constantly. In a competitive office (OK, I’m competitive), scoreboards help us know how we’re doing.
Of late, I’ve heard a few of the folks who work on support walking around muttering about “getting one more happy face”. Why the muttering?
This is our scoreboard. Every time someone answers the question, “How did we do?” it adds a new face to the top of the queue, and pushes one off the bottom. And now you, too, can see why the obsession is cranked up right now. The team is on the verge of pushing their approval rating from 98% to 99%.
Speaking generally, SCORM professionals are probably as beloved as say, tax professionals. People don’t usually get happy about SCORM. But our support crew (which includes most of the people who work here in one way or another) is killing it.
So, thanks to Joe, and Jena, and Troy, and the Thomases, and all of the other folks who work with tickets for being obsessed enough to push from 98% to 99%, even though 98% would be good enough. Thanks for being delightful.
Oh, and thanks to the 100 people who have rated our support since my last ticket was rated. The blame for keeping us at 97% for a while was crushing me. 😉