No Jo

Jo is out of the office this week at a trade show.  For most of you,  Jo needs no introduction - if you've ever phoned us you have most likely spoken to her.  For anyone who has not had the privilege, she's our resident expert on all sales and support issues - from figuring out what subscription package best meets your needs, to fixing your network connection.  When Jo is out or on a call, there is a small cadre of other extremely  capable people who will help you, but (no offense anyone) none of us quite have Jo's panache.

Occasionally I'm fortunate enough to get to take a call myself.  I say "fortunate" because in many companies engineers are not allowed to talk to customers unless they are specially trained in support.   (After all, who knows what they might say.)  When I answer the phone sometimes people assume I'm Jo.  I've even had people just launch right in assuming I recognize their voice and know their story, as Jo does.  I try not to be disheartened by the telltale note of disappointment when I have to correct them and identify myself as not Jo.

The truth is, it's great talking to customers.  There's nothing like hearing first hand what people are looking for.  Many of you run small business and probably talk to your customers all the time.  As your business grows, or if it already has, try giving your 'back room' employees a chance to grab the phone every so often.  With or without panache, it's a great way to keep everyone customer focused.

Debby Mendez