E L S U A ~ A KM Blog Thinking Outside The Inbox by Luis Suarez

Communities

#Movistar – The Cost of Lying to Your Customers

No Internet ConnectionToday is, officially, my first day at work for 2015 after the Christmas holidays. I am writing officially on purpose, because after 61 days I am still waiting for Movistar (That Queen Between that always wants to get paid, but fails to deliver on customer service big time!) to come by my new place and install both the landline and the ADSL connection, so I can resume my knowledge Web work I have been forced to put into a halt for over 2 months now. Latest news I have from the fire extinguishing community management team at Movister_es on Twitter is that they will finally make an appearance (or so I am hoping!) on January 16th. Yet no-one from the technical team has contacted me to confirm that appointment. Instead, they seem to have mastered the skill of lying to this customer left and right throughout all of that time to the point where, at long last, it will have a price to pay: my loyalty.

Or, perhaps, even worse, my trust. After all, how can I ever possibly trust my local telco / ISP again for helping me carry on with my job as an independent freelancer (autónomo, in Spain), working remotely from his home office, when they have locked me down for all of this time without a single apology or concern about the huge impact they have incurred upon this family where I am the solely source of income at the moment. And, instead, they take the route of lying day in day out as it is their business as usual modus operandi. It’s always been.

From 5 to 20 days to get it all sorted out, initially, to another 5 to 20 days to finally get it done and dealt with, to December 29th, to now January 16th (Perhaps?), all along I have been told they would make it all happen relatively fast. Yet, 61 days later I am still waiting… But that’s not the worst bit of it all, because earlier by mid-November last year I got a phone call (One of the many pointless interactions I have had so far!) from a rather helpful and supportive lady telling me they have acknowledged the request to transfer the phone / ADSL line and that it will be taking place by mid-January.

Yes, MID-JANUARY 2015!! So why bother with all the lying to this loyal, faithful 11 year long customer over the course of weeks through regular Twitter Mentions & DMs, phone calls, SMS messages and what not if right along from the start *you* knew exactly when it will all be addressed and fixed and since it was going to take over 2.5 months of rage, angst, impatience and unsettling unhappiness all around for yours truly I guess it was better to lie to this customer in order to tame the frustration. Bollocks! 

Let me tell you something, my dear Movistar, if you keep claiming you happen to be a people to people business, i.e. a successful Social Business, one who cares about their clients and their needs, about your own employees and their well being, one who aims at changing the landscape of B2C (if there ever was such a thing like that!), one who simply cares, there is one little thing you may want to add to your vocabulary from now onwards: never lie to your customers. Be willing to engage in a two-way, meaningful, open, transparent conversation where you are willing to acknowledge the shortcomings of your already appalling customer service, so that you might be able to spark that sentiment of empathy you now have long lost from yours truly, because you just weren’t ready to face the reality: you are everything BUT a social business. Sad state of things, really, if you can’t handle the simple fundamentals of what it is like being an Open Business through openness, trust and authenticity.

Yes, it’s going to take me about 2.5 months to get back on track and be connected to the Internet, once again, thanks to you, Movistar. In the mean time, I can tell you I have gone through some rather interesting and colourful times that will make me remember you not very fondly for a long while, but, right now, there is just something out there for you to worry about quite a bit more: my trust in you and your services, because if you cared about your customers and keep aiming at building one’s trust in you, I can now confirm you have totally lost mine and it will take you a substantial amount of time AND effort to repair it.

I know for sure though you won’t even think a single time in investing your always lacking resources. Why should you, right? After all, who am I? I am just A customer. One of the many millions you keep saying you are serving to the point of delight, but fail quite remarkably at it time and time again by ignoring their own needs and wants, just because you feel we should be obliged to you for offering the service of being connected to the Internet. According to you, it should be our privilege to be your customer, like we owe it to you, but, alas, you know what?, at this point in time, that trust and loyalty from yours truly you have accumulated over the course of over a decade is now lost and long gone forever to the point where you will now become a primer example of what a so-called social business should not be doing at all. You are the perfect case of the anti-social business mindset. Your weakness? Not the lack of resources, nor the lack of customer service skills and know-how while trying to fix your customers’ problems, but something much more fundamental and key to every single Open Business: never *ever* lie to your customers

You know, they will eventually find out. I just did. 

 

Written by Luis Suarez

Chief Emergineer and People Enabler. A well seasoned Social / Open Business evangelist and 2.0 practitioner with over 15 years of experience on knowledge management, collaboration, learning, online communities and social networking for business; and has been living, since February 2008, a (work) life without email challenging the status quo of how knowledge workers collaborate and share their knowledge by promoting openness, transparency, trust, sustainable growth, engagement, connectedness and overall smart work. He can also be contacted over in Twitter at @elsua or Google Plus.

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The Call to Adventure – On Doing What You Love

Gran Canaria - Playa Las Canteras in the Summer at SunsetOver the course of the last six months it’s been quite an interesting experience, to say the least, being asked, on a rather frequent basis, why did I leave big corporate life at IBM, specially, with the last round of dream jobs, to instead build my own business into the unknown with that inherent flair of uncertainty, specially, given the current times we are living in, and still have no regrets about moving on into that next adventure, whatever that may well be like. Well, after all of that time I guess I am now ready and have a proper answer that I can go by with and that pretty much describes the main reason(s) why I decided, after 17 years, it was time to move on: doing what you love.

Well, those words are not really my own, but from the one and only Jim Carrey, when earlier on in the year had the wonderful opportunity, for all of us to witness thanks to the wonders of the Social Web, to deliver the commencement address at Maharishi University of Management’s class of 2014 doing quite a phenomenal piece of work in terms of describing what life should be all about. At least, what he himself makes out of it. I tell you, you got to love commencement addresses. They can well be quite an inspiring and motivational round of resources to remind you why we are all here in the first place in terms of finding our very own purposes and meaning on what we do. Jim’s is right up there in terms of how it can elevate your spirit(s) to think different AND act different by reminding each and everyone of us as to why we make certain decisions the way we do and describe pretty much how vast majority of that decision making process is, actually, driven either by love or fear. Here is a snippet of what I mean and that pretty much describes that whole process in the words of Jim’s own father, which are, if anything, nothing short of pure brilliance. If not, judge for yourselves: 

I learned many great lessons from my father, not the least of which was that you can fail at what you don’t want, so you might as well take a chance on doing what you love

Whoah!! Can it get better and more profound than that?!?! Oh, yes, it surely can! Take a look into this link that contains the full commencement address (A bit over 26 minutes), and which will be totally worth while watching in its entirety. And if you would want to, you can also take a look into the Transcript of Full Commencement Address where you will be able to read through his entire speech. Absolutely stunning! 

I’m not going to tease you much longer nor to spoil it for you by sharing plenty of the golden gems he shared across that 26 minute long speech, but while watching it through I just couldn’t help remembering a very recent blog post that my very good friend, Rob Paterson, put together under the rather thought provoking title “The Call to Adventure – Is This You Too?” and which pretty much describes that inner urge from each and everyone of us of “becoming the change”. At the heart of the matter though is for us all to figure out if our decision making process strikes either for love or fear, for that matter, and how we learn to live with that decision, regardless of the outcome.

I guess 3 years after I wrote Welcome to the Social Enterprise Awakening I am only now starting to comprehend the reach and full potential of the disruption of all of these emerging technologies and social networks not only in a business environment, but also in our society as a whole. I can probably say that it took me 14 years to perhaps realise about it, but then again, I suppose that, subconsciously, back then when I wrote that piece, I was already telling myself something that stroke my brain really hard as well when a couple of months back Seth Godin wrote: “It’s probably easier and certainly more direct to talk to yourself about loving what you do.

And forget about everything else, because, regardless of what people may well tell you, it’s no longer worth your time, effort and energy to pursue those endeavours you may well not be truly passionate about. Yes, indeed, it’s all about the passion, after all, about figuring out what kind of passion you have, its real true meaning, along with purpose, how eventually you get to find it, and how you, at long last, put it into action

I guess that’s essentially what my “in transition” period has been like, since I went independent, if I were to describe it in just a few words, but perhaps much more interesting and intriguing is the overall journey itself, that call to adventure that Rob referred to in the above shared link, of doing what I love doing, even though I’m only now just getting started with it. You see? One of the things I have learned over the course of the years and perhaps I am now fully embracing in its whole measure is how “Life Is Too Short For You To Get Good At What You Don’t Want To Be Doing”.

And whenever that happens, it’s time to move on and become the change, because, eventually, it’s not the final destination what really matters, but the actual journey. That is, that awakening phase we all get to define for ourselves. And, remember, we are not alone. We have never been alone, since our networks are just within reach of a post, a phone call, or a simple face to face conversation. In short, it’s our collective choice of whether to go for rather a conservative decision or a bold move and from there onwards make the most out of it.

Hopefully, the latter. Yes, that’s what I am currently working on… And you?

 

Written by Luis Suarez

Chief Emergineer and People Enabler. A well seasoned Social / Open Business evangelist and 2.0 practitioner with over 15 years of experience on knowledge management, collaboration, learning, online communities and social networking for business; and has been living, since February 2008, a (work) life without email challenging the status quo of how knowledge workers collaborate and share their knowledge by promoting openness, transparency, trust, sustainable growth, engagement, connectedness and overall smart work. He can also be contacted over in Twitter at @elsua or Google Plus.

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Pardon the Interruption … From Adaptation into Engagement by Luis Suarez #soccnx

Prague in the SpringA couple of months back you would remember how I put together a blog post over here on an upcoming business trip I was about to embark on heading to Prague, by mid-June, to speak a couple of times at the Social Connections VI event (#soccnx). A few of you have asked me over the course of time whether there were some recordings made available of the different presentations and all along I mentioned that they would become accessible online, eventually, since they were all recorded live, while we were there. It was just a matter of time, and a bunch of hard work to make it happen. And lo and behold, here we have got them, finally, available at the Social Connections Vimeo site and they are looking very good, indeed! So, I guess, it’s now a good time to make your favourite picks and start diving into some really good content!

That’s right, depending on what your various interest areas may well be like, you would have a chance to go into the Agenda of the event, as a good refresher, even in case you may not have made it face to face, and pick the topics, breakout sessions or keynote presentations you would be most interested in and start hitting the Play button to enjoy some of the really great quality content that was shared across over the course of a couple of days.

What a privilege we all had! Prague, on the brink of summer, stunning location, amazing networking events throughout the entire conference, plenty of very knowledgeable, brilliant and amazing folks talking about some of the topics they are truly passionate about and an amazing team putting it all together to make us all feel just at home. Stunning! 

I had the true honour of speaking at the event a couple of times and I enjoyed both of them tremendously! To me, it was a little bit like a homecoming of sorts, after nearly 5 months since I went independent and left IBM to start my own new adventure(s), because I had the wonderfully unique opportunity of catching up with former colleagues and good friends, business partners and lots of amazing customers I had worked with over the course of the years (even while at IBM).

That’s what User Groups events have got. That special flair of an incredibly strong sense of community that goes beyond the borders of vendor(s), customers (and their firewalls) and business partners. It’s like one massive online social network coming together face to face to talk, converse AND learn about what they are truly passionate about, i.e. becoming a Socially Integrated Enterprise with no attachments in between, like marketing and vendor speak, practitioners with their own agendas and what not. Purely an intense two day long learning experience of passionate knowledge (Web) workers wanting to make the world, their world, a better place by sharing, collaborating and innovating out in the open. 

So when the smart folks organising the overall event asked me whether I would like to be the closing keynote speaker for Day Two, I just couldn’t say “No!”, could I? Of course, I accepted such generous offer and the wonderful opportunity of picking up a topic that is dear to my heart, even though I may start sounding like a broken record, and cover it during the course of nearly one hour: Employee Engagement.

And the end-result of that presentation can now be watched through online as the recording of the keynote has just been made available a couple of weeks back under the title “From Adaptation to Engagement, Luis Suarez”. A copy of the slides can be found as well over at Haiku Deck, in case folks may well be interested… Here’s the embedded code of the recording as well, so you can watch it at your own pace. Hope you folks enjoy it just as much as I did delivering it: 

From Adaptation to Engagement, Luis Suarez from Social Connections on Vimeo.

 

Oh, and if you care to watch another recording of a fun session we did as well while at the event, you may want to take a look into Pardon the Interruption (Fast-paced Social Business Panel Discussion). In case you may not know about the innovative format from this panel session, it’s one that’s been championed by my good friend, and fellow IBMer, Louis Richardson, who introduced it at IBM’s Lotusphere event a couple of years ago and that, basically, puts on the stage a moderator and 3 other panelists who get to answer a good number of questions (Usually from the audience) around Social Business in under a minute. Fast paced, straight to the point, and lots of knowledge sharing in a single round of Q&A. 

This time around the moderator was the always insightful Stu McIntyre, then we had a client (Brian O’Neil), a vendor (Luis Benitez) and an independent advisor (yours truly). And for the rest an exhilarating, good fun, very insightful 40 minutes of experiences, know-how, and lots of knowledge sharing from three different worlds colliding with one another to become one: a Social / Open Business. 

Pardon the Interruption (Fast-paced panel discussion), Stuart McIntyre & Luis Benitez & Brian O’Neill & Luis Suarez from Social Connections on Vimeo.

Needless to say that I am back for plenty more! How come? Well, I had a wonderful time all around (As you will be able to see from both presentations, never mind the massively inspiring networking that always takes place while at such events), as well as very much worth while catching up with good friends, customers and business partners. And, just recently, they have announced Social Connections VII for mid-November this year, and taking place in Stockholm, Sweden, a city I have never been to so far and I think it’ll be a good time to check out more in depth, don’t you think? Will you be joining us as well? Hope you will. It will be good fun seeing you all there! Here’s the link to the Registration page.

Oh, and don’t leave it for tomorrow! Places fill up pretty quickly and before you realise it, BOOM! They are gone! Just like that! 

 

Written by Luis Suarez

Chief Emergineer and People Enabler. A well seasoned Social / Open Business evangelist and 2.0 practitioner with over 15 years of experience on knowledge management, collaboration, learning, online communities and social networking for business; and has been living, since February 2008, a (work) life without email challenging the status quo of how knowledge workers collaborate and share their knowledge by promoting openness, transparency, trust, sustainable growth, engagement, connectedness and overall smart work. He can also be contacted over in Twitter at @elsua or Google Plus.

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