Do you consistently exceed customer/client expectations? Share.

[guyver01]

Of course, there's no way to make sure thousands of customers have installed a service pack for an old version of Outlook that Microsoft has abandoned and no longer supports.

No.. there isn't... but you could send out a blast email..

Dear Customer

Within the next month, we will be transitioning our mail system to a new host. This will require anyone running Windows XP to be using Service Pack 3. If you are unsure how to verify this, please contact our customer transition team at 1-800-ImAnIdiot and we will be happy to assist you.

Thank You

ISP

This puts the word out...and while it will increase call volume for a time... it will reduce long term support issues.

 

[Ichinisan]

No.. there isn't... but you could send out a blast email..





This puts the word out...and while it will increase call volume for a time... it will reduce long term support issues.

Well, of course there were email blasts. Customers knew they had to update settings. Hundreds and hundreds of customers tuned them out...all the way through the dual-access period until access to the old system was cut-off. Then they rage and call us.

A tiny fraction of the customers were using Outlook XP without the SP3 update, and they reached me. If it's a tiny percentage, an Outlook XP-specific blast might make hundreds of WinXP Outlook users call us requesting help. "Got the email. What do you want me to do?" "Nothing."

 

[CZroe]

No.. there isn't... but you could send out a blast email..

Dear Customer

Within the next month, we will be transitioning our mail system to a new host. This will require anyone running Windows XP to be using Service Pack 3. If you are unsure how to verify this, please contact our customer transition team at 1-800-ImAnIdiot and we will be happy to assist you.

Thank You

ISP

This puts the word out...and while it will increase call volume for a time... it will reduce long term support issues.

FAIL. It's Outlook XP that needs Office XP SP3 and it was not known before it was encountered. The service is standards-based and should have worked pre-SP3. They don't have the qualification resources that, say, Intel has. They can't test every version of every client software in use. They determined that the solution was to install SP3. This isn't always possible when the customer can't locate the CD. That is where the frustration comes from: Office XP SP3's reliance on the disc.

 

[guyver01]

They don't have the qualification resources that, say, Intel has. They can't test every version of every client software in use.

Dont need the qualification resources... and you don't test EVERY client... just the main ones hitting your mail server.

The server host should be able to tell easily from their logs what clients are popping their accounts.

You don't test the 1-off cases.. but you do test your primary hits.

If Outlook 2.0 is a 1-off case.. you dont test it... but if Entourage 2.0 accounts for 42% of your hits... you test it.

 

[CZroe]

Dont need the qualification resources... and you don't test EVERY client... just the main ones hitting your mail server.

The server host should be able to tell easily from their logs what clients are popping their accounts.

You don't test the 1-off cases.. but you do test your primary hits.

If Outlook 2.0 is a 1-off case.. you dont test it... but if Entourage 2.0 accounts for 42% of your hits... you test it.

NEWS FLASH: Pre-SP3 Outlook XP is FAR from being one of "the main ones" hitting the email server. It is common enough to cause a lot of headaches worthy of complaining when even 1% of your users use it and your user base is large enough.

And I doubt POP/SMTP has a way to identify the client.

 

[Ichinisan]

They don't have the qualification resources that, say, Intel has. They can't test every version of every client software in use.

Regardless, even though they're running it...they can't install the update because they don't have the Office XP install disc. You can't cancel the transition because a handful of customers can't find their disc. The old system was constantly blacklisted and mail was simply not getting delivered.

One customer didn't have the update because the date on the system had been wrong (possibly for YEARS). No automatic updates had been installing. Within 2 min of talking to that customer, a web page showed a certificate error and I had her fix the date / time. That system didn't ask for the disc when installing the update. Customer apologized profusely for the way she had treated previous reps up to that point.

 

[guyver01]

And I doubt POP/SMTP has a way to identify the client.

There used to be a way to do it with EHLO... haven't looked at the RFC in ages... but i know we have been able to identify primary pop clients.

application/ms-tnef should be able to as well

 

[ahenkel]

I see this is a very poorly veiled attempt at a brag thread.

 

[Ichinisan]

Or not veiled at all.

 

[Goosemaster]

Or not veiled at all.

Declaring one's behavior in the open does nothing to justify it.

 

[Ichinisan]

Why do I need to justify being awesome?

 

[bas1c]

Under promise and over deliver is always a good formula.

I've been praised by my customer because I went on a walk through a national park with him while we were on a trip for a conference. It was not the most enjoyable day. But I got a bonus and a raise for it...so I guess it's worth it even with the prodding of my coworkers about our date.

 

[Goosemaster]

Why do I need to justify being awesome?

You are being annoying.

I have no problem agreeing with the general consensus (just finished working on a critical client project right now) concerning managing expectations and striving for over-delivery but there is no need to flaunt it.

Most people are glad to discuss problem solving techniques or like to shoot the shit about cool stuff we have done / encountered. That said, listening to someone brag about how awesome they are is fucking annoying.

I say this as someone who has learned from their past mistakes.

 

[bas1c]

You are being annoying.

I have no problem agreeing with the general consensus (just finished working on a critical client project right now) concerning managing expectations and striving for over-delivery but there is no need to flaunt it.

Most people are glad to discuss problem solving techniques or like to shoot the shit about cool stuff we have done / encountered. That said, listening to someone brag about how awesome they are is fucking annoying.

I say this as someone who has learned from their past mistakes.

This is part of the, I did what was expected of me, therefore I exceeded performance expectations syndrome I have seen before that is common with average to below average employees.

 

[Ichinisan]

...

Not awesome enough.

Seriously, I'm being defensive and addressing any unjust criticisms.

 

[Goosemaster]

This is part of the, I did what was expected of me, therefore I exceeded performance expectations syndrome I have seen before that is common with average to below average employees.

LOL. :awe:

I'm not even sure how to respond to that seeing as how you've already passed judgement on me based on what you have 'seen before.'

 

[bas1c]

LOL. :awe:

I'm not even sure how to respond to that seeing as how you've already passed judgement on me based on what you have 'seen before.'

I was agreeing about you about him being annoying.

 

[Goosemaster]

I was agreeing about you about him being annoying.

schwartz-twisting never ends well. sorry bout that.

 

[skim milk]

is this a brag thread?


congrats, but at the end of the day, you are still a low totem pole tech support guy who no one cares about

 

[alkemyst]

No. I own the problem. That's what they want me to do.

Everything they can't handle or adequately explain comes to me.

yet you don't understand how to stop Windows 7 from automatically rebooting after updates.

There is a fine line between exceeding and being likeable.

 

[Ichinisan]

yet you don't understand how to stop Windows 7 from automatically rebooting after updates.

There is a fine line between exceeding and being likeable.

What makes you think I "don't know" how to stop it from automatically rebooting? You ignored multiple times when I've said that I *do* know. You were influenced by several people that ignored the same thing and implied that I don't.

 

[alkemyst]

What makes you think I "don't know" how to stop it from automatically rebooting? You ignored multiple times when I've said that I *do* know. You were influenced by several people that ignored the same thing and implied that I don't.

you learned it after the fact. If you knew it, you'd never post such idiotic crap.

Here is 'your' thing though, you have too much stuff you don't understand so you just focus on the easy pickings of going after grammar on an online forum.

If you are so gung-ho on this, apply to edit books.

 

[Ichinisan]

you learned it after the fact.

Seriously...no.

Your assertion that I didn't know about automatic reboots from automatic updates is categorically false.

 

[alkemyst]

Seriously...no.

Your assertion that I didn't know about automatic reboots from automatic updates is categorically false.

No, I agree you did. However, you lacked the basic knowledge to simply dismiss them.

You really are weak on OS skills and probably the customer facing issues you need to face. Perhaps your sappy demeanor makes up for it with them.

 

[IndyColtsFan]

I do exceed expectations, but I've learned to say "No" on occasion and do insist that people read the documentation I've prepared before coming to me with questions or issues. If you don't set these boundaries, people will come to you for EVERYTHING and you'll be wasting too much time holding hands rather than doing your job. It isn't a badge of honor to work 80+ hours a week and I am never doing that again, so I establish boundaries pretty quickly and won't regularly work more than 40/45 hours per week (there are weeks that are exceptions, of course). The change is amazing -- I still get great reviews and I don't work nearly as much or have as much stress on average. I should've listened to my friends when they told me I was stupid for working all those long hours -- they were 100% correct.

Also, like a couple of people here have said, you don't want to support areas that really aren't in your job description though I am guilty of it sometimes too. For example, I'm a developer and I also manage Sharepoint projects. I have a tester that called me with an unrelated problem and I should've told her to call the help desk, but she is pretty hot so I went up and helped her.