Did anyone register or attend this?



We need to get a little more serious about new technology and we need to stay on top of it, otherwise we're going to get left in the competitor's dust. In example, Roman's Pizza is considering dealing with Star in Calgary instead of us because they provided her a realistic quote for two tablets and we don't even know what tablet's work or don't work!



With that said, I think we have one bigger fish to fry at the moment. I'd like to call a meeting between us four to discuss OBS' customer service, or lack thereof. Far too often am I out in the field having people tell me that our customer service is atrocious, and most times I can't argue with them. Whether it's technicians showing up late or not showing up at all (Gorge Point last week is the most recent) or people not getting a phone call back (Gorge Point last week again), we need to sit down and look at where we can improve because this is the most important area of the company, and it's where we can actually stand to make some money and keep people coming back to us.





I did send an email to the service department requesting that Gorge Point be called and apologized to on Monday for the lack of response after his request for service twice on Friday. I ended up having to attend site Saturday morning after he breathed fire on the on-call voicemail. Gorge Point is going to be needing a Squirrel upgrade soon, and if we can't even deal with his service request after two phone calls on the same day I'm certain that he'll be looking at other software.



We have folks in the office sitting at desks Facebooking and checking the news headlines all day instead of picking up the phone and touching base with customers to see how their service call went last week and to ensure that the issue was resolved and that the technician was punctual, professional, and followed through with the assigned task. I personally do this for my customer's every day, and that's why most of them appreciate me. It only takes a few minutes to make a call to keep the line of communication open with our customer, and too much time is being wasted on personal cell phones, personal Internet browsing and bullshitting in the office.



Everyone needs to be held accountable. Currenly, it's a free-for-all in the office and if someone doesn't want to do something, they simply don't do it, or they do a sub-par job and move on to the next task. We need to instate some quality control, and it's one of us four that needs to take that job. Every single employee needs to start being held accountable for their actions or lack of action, and that's going to make everyone take their jobs a little more seriously.



I would appreciate if all three of you could reply to this email with a planned meeting date. I think it needs to be sooner than later.



Bill