I had a shocking start to my Monday. I received a phone call from Tracy saying that our fingerprint recognition system was down and the team couldn’t get into the NML office.
When we relocated from the Upper East Side’s ground floor to the 6th floor our finger print recognition system had journeyed sans the override switch, an oversight on the suppliers part, but I’d signed off on the job so I must accept the blame for this.
I arrived at our offices, my mind spinning dollar signs as lost development time mounted. The team were without access to their workstations or wifi, at least they’d located coffee in the shape of Vida’s Upper East Side store. Fortunately we can all work remotely, so I sent everyone home and we successfully conducted a virtual stand-up, I can’t fault my staff’s diligence and we ultimately had quite a productive day.
After discussing the system fault with manager of Bytes Technology Group who installed the system, I was told that they would cover the bill to remove the glass from our front door. Tracy sourced a glazer to remove the glass pane from the door, and Bytes sent over a technician to fix the system and add a manual override switch. The Bytes technician spent most of the day installing the switch. When I returned from lunch I caught the technician at the bottom of the lift, “Are you going to show me what you’ve done?”
Exhibit A:
Me: “You’ve used 20mm screws that can easily be ripped out?”
Technician: “Yes, that’s a problem.”
Me: “But I wouldn’t bother ripping the screws out as I can just cut and short that exposed wire.” [Shorting the circuit is all the wire does.]
Technician: “You’re right, that would be a problem.”
What baffles me is that this supplier, and the unsupervised technician, expect me nonchalantly place the security of all our hardware, servers, mail servers, backups and data into the inert hands of an inexperienced technician. I was horrified! What would happen if I didn’t know any better? (An MSc ought to do it, but not everyone installing a finger print recognition security system has a basic knowledge of electronics.) I requested that he reinstall the system, “I want the screws to go through the door and be fastened on the inside of the door and I absolutely don’t want any wires visible”
And then I was presented with this.
Exhibit B:
Me: “But it isn’t attached to the door.”
Technician: “Didn’t think it had to be.”
Me: “And you’ve used the same 20mm wall plugs.”
Technician: “Yip.”
Me: “The same plugs that are easily ripped out! And if I don’t rip them out I can just unscrew the screws.” (normal bi-directional screws)
Technician: “Hmmm, ja that would be a problem.”
#FFS
It dawned on me, software is no different, in fact it’s more critical, you often can’t see what is being delivered. The client may not even completely understand what it is they are buying. They test the application visually but often don’t know what is happening under the hood, and yet they have to trust the development company with their entire business. What’s crazy about that is not the trust that is required but the fact that often clients will treat suppliers like second-class citizens and not as partners. I’m glad I can call all of my current clients, partners and not just clients and I think they would do the same.
Trust is a key aspect of any relationship, from personal to commercial, and it is something that is established, not immediately assumed. Trust, certainly on an industrial level, starts with communication, reputation and diligence and builds from there. It’s not something I take lightly, it is intrinsic to my working relationships at NML, beginning on interpersonal levels and extending to our clients, I believe we as a company exude this culture of trust to our partners.
As Gary Vannerchuck said in his SxSW keynote speech: “no matter what business you’re in, you’re also in the business of customer service,” and all businesses need to start “giving a solid f#$&” or else they’re going to lose.
Ps. As an aside, the technician once worked for me as an intern graphic designer, bizarre I know – but it is true. Yes he’s gone from being a one-time aspiring graphic designer to security system installer – it’s obvious why he did such a shitty job, his current job isn’t his calling. He probably doesn’t enjoy it, and can’t wait to get off site. Follow your calling people, find what you love doing and do it well. A lack of passion shows.
Pps. To make matters more awesome, on Friday I sent the bill to Bytes for the glazer and the managers’ boss sent it back saying he never authorised the R695 payment to the glazer – talk about disconnect.
