Monday, August 27, 2007

Reliable Miscommunication

Finally, someone called me to help me solve my problem regarding broadband Internet connection. Well, when I spoke with the gentleman on the other side it turned out that the problem created for me was nothing but a communication failure at every stage in the company! I discovered many new things as I spoke with him and thought how a simple training or communication between the departments or people would have saved me from all the troubles.

I see many companies investing millions of dollars in communicating to their customers or outside world about their services or products and ignore the internal communication. They fail to communicate to their very own people who are responsible for the image of the company at every stage. I strongly feel that if you want to know the professionalism of the company, analyse the person on the reception. How she behaves with visitors, who can be anybody from a courier boy to a visiting client CEO should give you a complete understanding of the company's behavior with their customers/people. If she is been communicated management's vision and what is expected from her to represent her company, she would behave in a manner which is expected and if it is not - you will see the results in few minutes.
This is not just about receptionists but true to any other person in the organization. Learn to share and communicate. Communicate with your people first, then talk to outside world. After all charity should begin at home...

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