In a recent conversation with a client (who will remain nameless but we can all relate to this story) the conversation started a bit tense. 

"We have found seven bugs in your product!!"

This call was an escalation and our client was not happy.  Unfortunately that had found one real bug. I'm sad to say it, but it happens.  We did supply a workaround in the same day and a hot fix the next day which by normal accounts was awesome service. 

However no horns trumpeted, no applause.  Why? 

Because the client felt like there were six more problems on their list. Bugs?  No, they were related to mis-configuration, product knowledge and unhappy users.  So what to do, what to do?  We could hide behind our Support Policy and get off the hook!  These are not defects.  While true, that is so LAME!

My comments were as follows (abbreviated):

"It doesn't really matter if the issues are defects, mis-configuration of the software, training issues, actual issues or just perceived issues.  What matters is your users are not happy, so you are not happy.  It is our job to help you get your users happy.  So we will sit in on user calls, perform training and enablement based on those calls and sit side by side until they are happy." 

We (you and I) hate it when companies do that to us.  Hide behind dumb policies.  So xMatters is not going to do that to our client.  This story is still in the works so I'll make sure to update it as we go.  However, we are "all in" to help them be successful. 

I hope this approach ends with happy end users, a happy client and we'll all enjoy our jobs better because we will have helped a client who needed us. 

Troy

From the mouth of babes comes this question.  My youngest daughter, age five, asks, "Dad, what do you do for work?"  Knowing that I'm in competition with other parents who are Doctor's, Fireman, Policeman, Moms, Veterinarians, Teachers and so on I feel compelled to tell a really good story.  I'm sure many of you can relate to this seemingly innocent, yet complex question.

Take 1:

Troy:       "Well, I work for a company that helps other company's be more safe, efficient and effective.  We're in the IT Management and Business Continuity markets as well as customer communications.  We take events and incidents and get them to the people that need them, anywhere in the world.  It's a complex technology, but simple application, of event processing, infomation transformation, mobile workflow and we deliver tangible results."

Brooklyn: "Huh, what is a Tangerine Result?"

Take 2:

Troy:       "Well I work for a company that has lots of clients, all over the world.  And we help our clients build relevance engines that deliver information when people need it.  And that information is super important and people can be quicker and more effective then before.  They really like it and it helps them stop bad things from happening."

Brooklyn: "Huh, bad things like veggies?"

Take 3:

Troy:       *Sigh*  "Well darling, we have 1,000 clients.  Those clients have lots of moms and dads that work for them.  So, we help moms and dads have more time at home with their kids because they don't get bothered by stuff.  And we help keep those moms and dads safe.  So you could say that we help mom's and dad's have more time with their kids, we help keep them safe and we help their companies be better so they can hire more moms and dads. We care about our clients because what matters to them, matters to us. Oh and we have an "app for that" like Angry Birds...(pure desperation at this point...)"

Brooklyn:  "Hmm.  That sounds pretty cool dad.  But I think I'll have mom come talk in my class."

Ouch.  Probably a good call.  Well I'm just proud to officially welcome our 1,000th client to the (x)matters family.  We are shamelessly proud of our joint accomplishments, we have achieved much with the moms and dads at our clients.  Thank you for making us better!  We also are very aware that the only reason we are here is because you think we should be. 

We are still having fun, helping you do what matters for your customers. 

Troy McAlpin

What is a "Relevance Revolution" anyway? 

First "relevance" - Simply sending lots of impersonal, irrelevant alerts, has been done before.   In fact a whole market segment has been developed around this concept.  Mass notification its called. 

Our fervent opinion is by simply sending one alert to the masses, you are not getting the right information to the right person, at the right time.  People want the information that matters, to them at that time, so they can act, quickly. 

For many of our clients they need that information to do important things.  For some that might be restoring an IT Service so the business runs uninterrupted.  For others its pulling damaged or tainted products before people get them.  For others it's emergency response, faster.  For others, it's restoring power, approving changes, responding to physical threats or communicating to a person, your client when you need to. 

We believe that real change is needed. Enter the "revolution".

We feel passionate about what we do.  So do our 900+ clients.  In fact we believe we must revolt against status quo where mass notification, mass alerting and send & hope style systems introduce more risk into an incident.  So that's why we are joining a Relevance Revolution with our clients. 

At DRJ Spring (Disaster Recovery Journal) this week, we brought that same passion and strong belief into the world of Continuity Planning.  Those that make sure, no matter what, the business runs.  Our clients here take care of employees, safeguard children, protect businesses from incidents and make sure that people are safe.  I feel passionate about making sure that my clients have access to the best technology and 'raving-fan' service available today.   Not everyone is happy with us after DRJ, revolutions by their definition are, well, uncomfortable.  

But we have a cause, we're fighting for our clients (and their constituents) and we believe they should have the best technology and service at their disposal when it matters the very most. 

If you have ever been to Japan you'd know what I know.  Japan is a beautiful country with elegant architecture.  My recollection of my trips there are beautiful rolling hills, smartly laid out homes and cities where people farm their front yards by growing rice and veggies because that just makes good sense.  I found the people of Japan to be very polite and well mannered.  I've also always admired their work ethic.  A small country, in square footage, with the 3rd largest economy should be admired and understood. 

The events in Japan are just hard to understand.  The devastation looks so surreal.  So, while we are still in a cloud and a daze, as millions are dealing with recovery, I would suggest we help where we can.  Quietly and quickly.

I appreciate our vendor, Salesforce.com, for their unwavering commitment to helping worthy causes. 

Today, xMatters made a corporate donation to the Red Cross through the Salesforce.com foundation.  Why?  Because Salesforce.com matches our money for the country of Japan.  So while we're still trying to grasp this really tragic series of events, the Red Cross, Salesforce.com and others are in action helping where they can.  I encourage our "xPerts" and our community members to look for opportunities to serve quietly and meaningfully to make our global community a better place to be.

Troy

Double the donation here and support the Red Cross' efforts:   http://foundation.force.com/home