| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 612.1 | 120,000 to 1 | EAGLE1::EGGERS | Tom, 293-5358, VAX Architecture | Fri Sep 09 1988 03:01 | 13 |
| 1. Have your former employer send a letter to Ken.
2. It is not reasonable for you to feel personally responsible for
everything that happens at DEC, no matter how much you love the
company. DEC employs 120,000 people. If 1% of them are turkeys, then
1200 people are turkeys. And that number is undoubtedly low! If you
have a mind set that takes responsibility for all the things those 1200
people do, you are going to be continuously upset or disappointed.
I used to feel like you do. But no longer because I've been bitten too
many times. Make some effort, if you want, when you see a problem not
in your area. But don't get upset by it. If it is in your area, then go
all out.
|
| 612.2 | It is hard not to care...... | SNOC01::KAY | Bruce @ Canberra, Oz | Fri Sep 09 1988 05:24 | 6 |
| re .1
Tom you advice is very sound. I have been involved in a customer
situation this week, where I wasted a lot of emotional energy, trying
to help when I should have stayed out. All I managed to do was to
hurt myself and the people around me. ........Maybe I should have
read your advice last week.
|
| 612.3 | The left thing | EJMVII::BAY | You lead people, you manage things | Fri Sep 09 1988 13:51 | 19 |
| I agree completely with the advice and the logic - its right on.
Its also too bad. It seems like the "right thing" nowadays is to "butt
out".
I remember when the "right thing" used to be something very different,
and concern with the corporate image was EVERYBODY'S business.
I guess this Notesfile reminds me of books I've read that tell a
story in the form of memos and correspondance between people, or
a dairy.
Yeah, thats the ticket. The Digital Notes file published under
the cover:
The Dairy of Digital: The Decline of a Company
Jim (who_still_butts_in_and_still_gets_burned)
|
| 612.4 | Try a few calls | VIDEO::VERGE | | Fri Sep 09 1988 14:03 | 13 |
| Another thought - the customer should try calling for some
immediate action - here's a few numbers gleaned from my trusty
DEC phone book -
Field Service Customer Relations Manager - 800-332-7378
Field Service Vice President 508-496-9625
Or, try calling Ken Olsen's office directly; he's listed in the
book, and I can guarantee you that the call will handled promptly
and appropriately (this is from someone who has, in the past,
received information from Ken's office on customer problems that
were called in to him ;') ! )
|
| 612.5 | Call KO | COOKIE::WITHERS | | Fri Sep 09 1988 14:31 | 35 |
| Don't wait to write a letter. Letters take time and this needs
to be fixed NOW. What needs to be fixed is the sales organization
and the field service district manager (not the unit - the DM is
letting this happen).
When your friend calls Ken's office, they will be directed to Anne
McWalter or some relatively senior manager on the ``hot-seat''. Anne
is responsible for the group that takes the customer-is-po'ed calls.
Her group is extremely effective in resolving precisely these
situations. She's not afraid to take names and fix things (and
elevate as far as needed). I speak from experience of a customer
and also having dealt with Anne to support customers from the TSC.
It works.
Shortly after the KO call comes in, the managers with the problem
will get a call. The call is enough to strike fear into the hearts
of many a mortal (why, I don't know, Anne is one of the nicest people
I've ever spoken to). She will ensure that we ``Do The Right Thing''.
You may or may not want to have your friend give your name as a
reference. If they give your name, you may get called. If so,
calmly an dprofessionally state your perception of the problem.
You may also want to state your opinion about what happened, the
personalities that you know are involved. Anne will also take
suggestions on what may be a better or worse course of action.
There are two reasons for this action (calling KO's office):
1) To make sure that this is not on the cover of next Monday's computer
world, and
2) If one person is getting the short end of the stick, the probably
others are getting stuck too.
Regards,
BobW
|
| 612.6 | | TOPDOC::AHERN | Where was George? | Fri Sep 09 1988 14:32 | 5 |
| > The Dairy of Digital: The Decline of a Company
Somebody should be able to milk that one 'til the COWBOLs come home.
|
| 612.7 | "KO Hotline" | BANZAI::M_DAVIS | Old-fashioned Grin Mill | Fri Sep 09 1988 14:48 | 10 |
| re .5:
I believe Anne has gone onto bigger and better things, Bob, but
the hotline remains and there are extremely capable people there
to help disgruntled customers.
Since the normal escalation paths have been exhausted, I'd suggest
this approach as well.
Marge
|
| 612.8 | Much Appreciated.. | MERIDN::GILLMAN | The only sure thing is DEC & taxes | Fri Sep 09 1988 16:04 | 10 |
| Wow! I have truly become a believer in NOTES! Thank you all for your
concern and constructive responses! I have passed on the information
to the OEM, and I truly hope his faith in Digital will be restored via
positive action /re-action from Digital. If he does call KO etc. and lets me
know what happened, I'll post it here to "close the loop" -- (I just hope the
OEM *does* take the advice you have all given here).
Thanks again!
..Jonni
|
| 612.9 | | BINKLY::WINSTON | Jeff Winston (Hudson, MA) | Fri Sep 09 1988 16:45 | 4 |
| wouldn't it be just as reasonable for the involved DEC employee to
call the KO hot line? Wouldn't it be great if the customer
RECEIVED a call from KOs office saying that we heard there is a
problem, and want to help?
|
| 612.10 | Get him to call... | VMSSPT::BUDA | Putsing along... | Fri Sep 09 1988 16:47 | 15 |
| > positive action /re-action from Digital. If he does call KO etc. and lets me
>know what happened, I'll post it here to "close the loop" -- (I just hope the
>OEM *does* take the advice you have all given here).
Impress on him that this will 'FIX' the unhappy customers problems.
Amazing things happen when KO's people get involved. We all want
to have happy customers.
You could pass the information along yourself, if you felt that is
what it takes. You know of an unhappy customer - get the word to
the correct party's. Just make sure you do not walk on your friend.
You might suggest that you will get someone to call him. This might
make him feel better about it - since HE did not call!
- mark
|
| 612.11 | Teamwork, Teamwork, Teamwork | TELGAR::WAKEMANLA | Another Eye Crossing Question! | Fri Sep 09 1988 16:47 | 17 |
| I hope all comes out well for this OEM. I support a Volume Unit in the
San Francisco Area, and the one thing that I think is the most
important single item for the success of the Volume Unit and the OEM is
the cooperation and teamwork of the whole sales team (Sales, SWS, FS,
Ops). I also think that the above statement applies to the end user
side of the house, but how often does an end user customer take and
install a system in the middle of Idaho.
I have one customer, who has multiple buying locations (i.e. Sales
Reps in different areas) and got so perturbed by the lack of
cooperation of one of the teams, that they stopped purchasing through
that location. You better believe that some people noticed that
and are working to solve the problems.
Good Luck, lets not lose another good OEM to IBM
Larry
|
| 612.12 | hope in the world | EAGLE1::EGGERS | Tom, 293-5358, VAX Architecture | Fri Sep 09 1988 18:52 | 19 |
| This topic sure hit people's hot button! Good! Very good! There
is still hope left in the world.
Somebody suggested that the concerned employee call Ken. It's better
for the customer to do it for two reasons:
1. A customer who says he actually has a problem (and sounds upset) is
of far more concern than an employee who merely asserts that some
customer has a problem (and sounds either "unprofessional" or not
really concerned).
2. It's safer for the customer to call. I have called Ken maybe 6 times
over many years. I'm batting .500. But on one occasion, Ken got very
upset with me (no consequences), and on another my manager got very
upset with me. I will call him again if the appropriate situation ever
arises again, but I will think very carefully before I do it.
And in spite of my advice in .1 to limit external involvement, I
probably don't have enough sense to take my own advice. Sigh.
|
| 612.13 | | MERIDN::GILLMAN | The only sure thing is DEC & taxes | Fri Sep 09 1988 20:48 | 26 |
| re: .9
>wouldn't it be just as reasonable for the involved DEC employee to
>call the KO hot line? Wouldn't it be great if the customer
>RECEIVED a call from KOs office saying that we heard there is a
>problem, and want to help?
Unfortunately, this was told to me NOT as a DEC employee, and I am not
in any way involved with this particular problem -- I was an "ear" over
drinks, catching up on 3 years of lost time. I had suggested to
the OEM that he persue it with upper management, as the people that I work with
do not have the neccesary clout to cross divisions within DEC. He told
to let it drop and not take it to heart -- but (insert foot), I chose to (being
as vague as possible about the circumstances) to express the concern I had over
this situation.. *PUBLICLY* in notes.. I mean this could be *normal* behavior
when dealing with OEMs from Digital's point of view.. but I was totally thrown
off balance -- this is not Digital behavior to me, so I turned to you people
for avenues that could be taken and what the real policies regarding this type
of situation is.
Regarding the suggestion that I get "involved" by calling KO first, I truly
believe it is the OEM's choice (especially on a buisiness level) as to whether
to elevate the issue.
..Jonni
|
| 612.14 | Isn't free advice GREAT?!?! | MERIDN::BAY | You lead people, you manage things | Sat Sep 10 1988 02:51 | 33 |
| re .13
>Regarding the suggestion that I get "involved" by calling KO first, I truly
>believe it is the OEM's choice (especially on a buisiness level) as to whether
>to elevate the issue.
Absolutely right. It appears everyone is in line with the idea
that if DEC is doing someone wrong, then that someone should elevate
as high as possbile to get satisfaction.
But many things can go wrong for an employee that decides to escalate
the issue themself along formal channels.
For one thing, although not in this case, it is certainly possible to
get only part of the story, and escalate over nothing.
Another unlikely possibility is that the local offices may have made a
strategic decision to give up an account (that CERTAINLY doesn't sound
like DEC).
But *MOST* important of all, a situation like this could end up
stepping on coworkers toes. KO will probably do something about
the customer situation, but its unlikely that he'll do anything
for you at your next review, when your manager expresses displeasure
at the shakey relations between the sales and software units because
of the whole issue.
Cynical, but I think realistic. If the customer doesn't know about
escalation procedures, then let them know. But I'd say leave it
at that.
Jim (who_probably_wouldn't)
|
| 612.15 | Corporate Reply to Issue. | FSHQA2::RCATTANEO | | Thu Sep 15 1988 15:08 | 38 |
| I have been notified of this situation via the notesfile through
Avi Frydman's office (formerly Anne McWalter's customer relations
group). As Customer Relations Manager for Field Service, I represent
Ken Olsen's office whenever an issue is elevated to any Corporate
Executive's Office and is FS/SPS related. It is my department's
responsibility to ensure that all issues like this are addressed
completely and satisfactorily.
Concerning this issue, I would like to thank Jonni for having the
initiative to bring it to everyone's attention. I will contact
Jonni directly and contact the customer if appropriate. WE WILL
SOLVE THIS PROBLEM BOTH INTERNALLY AND EXTERNALLY.
For all of those who have made comments to Jonni's original note,
I would recommend the following when you run into a situation like
this:
1. Be the customer advocate. Sometimes you may be the only person
who the customer trusts. Know the resources who can make things
happen and drive this issue through to completion. As some had
indicated this can, at times, be disheartening. Do not settle for
mediocrity in any organization. Your local field service manager
can assist you, cross geographically, to drive the issue for you.
2. If you run into roadblocks and cannot get anyone to listen and
act appropriately, then ESCALATE to the next level of management.
If all else fails, then please call me here in FS Customer Relations
at 1-800-332-7378. We will both advise you on appropriate action
and have the ability to MAKE THINGS HAPPEN when all else fails.
Thanks again to all for your attention to quality. Without your
persistence we may see, as one person wrote, the Decline of Digital.
With your help, we will insure that Digital values and Customer
Satisfaction will always be our #1 goal!
Regards,
Ray Cattaneo
|
| 612.16 | | NOVA::M_DAVIS | Old-fashioned Grin Mill | Thu Sep 15 1988 15:54 | 5 |
| Thanks, Ray... That's a reply I'll extract, print, and hang on my
office wall if I may.
regards,
|
| 612.17 | Great! | STAR::ROBERT | | Thu Sep 15 1988 15:59 | 12 |
| re: .15
Ray,
Your response is both heartening and refreshing. It is especially
encouraging to see a senior manager re-inforce Digital's long
standing customer satisfaction and "do the right thing" traditions,
and it's also nice to see the Easynet and notesfiles in action,
helping to keep the company effective and competitive.
Greg Robert
VMS Development
|
| 612.18 | | EAGLE1::EGGERS | Tom, 293-5358, VAX Architecture | Thu Sep 15 1988 17:14 | 6 |
| Truly wonderful!
I hope somebody can see their way to posting the resolution of
the customer problem. That would strongly reinforce .15's note.
twe
|
| 612.19 | WOW | INFACT::GARRETT | Curtis W. - Indianapolis | Thu Sep 15 1988 19:20 | 3 |
| RE: .15
That's the most upbeat thing I've read in this file in a long
time.
|
| 612.20 | "One for the good guys!" | MISFIT::DEEP | | Thu Sep 15 1988 19:25 | 6 |
|
Ditto .16 - .19... Nice to know *SOMEONE* listens! Please post the
resolution... I love happy endings! 8-)
Bob
|
| 612.21 | Ray, what about sales? | DNEAST::STARIE_DICK | I'd rather be skiing | Tue Sep 20 1988 19:27 | 6 |
| Ray, a number of years ago I ran into a similar situation, but it
involved sales not field service. I was able to get the Burlington
Materials Mgr to call the right folks at that time, but it might
be nice to post here who your counterpart is for sales related issues.
dick
|
| 612.22 | Yes, Yes, What happened? | ATLACT::GIBSON_D | | Thu Apr 13 1989 21:11 | 1 |
| Does the story have an ending?
|
| 612.23 | ..and they all lived happily ever after! | MERIDN::GILLMAN | The only sure thing is DEC & taxes | Sun Apr 16 1989 17:43 | 188 |
|
> Does the story have an ending?
I am sorry I have been delinquent in responding and closing out the "story",
but I've not "noted" for a loooooong time. Thanks to the moderator, it has
been brought to my attention that some people are interested learning the
outcome..
This mail I recieved first (Thank you Joe!):
From: NAME: Joseph L. Pflanz @OHF
FUNC: ECA FIELD SERVICE
TEL: DTN 471-5492 <PFLANZ.JOE AT A1 at FHOOA at RDC>
Hello,
Not being familiar enough with the "Notes file" I thought I would drop
you a vax mail to express my opinion. I only know how to read and
have not yet figured out the rest of NOTES.
I have recently been replaced as the Area Field Service Customer
Relations Manager for the East Central Area. There are counterparts
in each of the U.S. Areas for Both Field Service and Software
Services. There is even a newer position in the Sales organization
which oversees the efforts cross-functionally.
The purpose of the ACRM is to be the customer advocate and if possible
eliminate the need for the customer to go to the Corporate Customer
Relations Office. As ACRMs we have no budgeting responsibility and no
employee responsibility. Our sole responsibility is to mediate and
control the customer's case or concerns. We are to make sure that the
customer gets their fair shake and to alert the upper management when
"global" concerns become apparent. We are also trained to be
Corporate spokespersons when the need arises.
I believe this is the person you should be contacting and having the
customer contact. Most of us were and are very good in our jobs. The
customer always gets the benefit of the doubt and we could really cut
the red tape.
More specifically to this case, there have been some changes in the
philosophy of responsibility of the local offices and the
responsibility of the OEM. One of the services which is expected to
be provided by the OEM is the basic environmental specifications. In
the old days this was provided by field service. This is now the
responsibiltiy of the OEM and any additional needed consulting can be
provided by Digital on a consulting (Paid for) basis. Never-the-less
this does not excuse the communication problems and the lack of
percieved concern for the End User or the OEM. I believe a person to
person visit by the ACRM and the Local Sales Manager would go far in
resetting expectations and helping this customer understand more about
the "new"DEC. If you need the name of your local ACRM please contact
me and I will see to it that you get it. I hope this helps, for I,
too, become extremely upset when I see inconsistent behavior and
failure on DEC's part to recognize and rectify customer
dissatisfaction issues.
Joe Pflanz
Then I received this memo:
***********************************
FIELD SERVICE CUSTOMER RELATIONS
CASE REPORT
***********************************
C O M P L A I N T
***********************************
COMPANY: XXXXXXXXX XXXX
LOG NUMBER: RC88263-001
---------------------------------------------------------------------------
DISTRIBUTION: TO: GEORGE SCHIEBER, RDO
CC: HORST ADLER, MEL
RON SPADIE, MEL
RON DAVID, MEL
PAUL CIARDULLO, MDO
JONNI GILLMAN, HTF
d i g i t a l Field Service Customer Relations Case
Report
--------------------------------------------------------------------------------
CASE # : RC88263-001 (OPEN) Initiated :
09/19/88
--------------------------------------------------------------------------------
Issue : Complaint Recpnt: FS CUSTOMER REL Via : OTHER Crit
:X Ref By : JONNI GILLMAN, DEC; 325-1877; RAY CATTANEO
--------------------------------------------------------------------------------
Customer 1 Customer 2
---------- ---------- Name : XXXXXXXXX XXXX
SYS Name : XXXXXX XXXXXX Type : OEM
Type : Contact : XXXX XXXXX XX Contact : Alternate :
XXXXXX XXXXX Alternate : Phone : xxx-xxx-xxxx
Phone : Street : Street : C/S/Z :
xxxxxxxx xx USA C/S/Z : xxxxxxxx xx USA
--------------------------------------------------------------------------------
Bus Appl : Dist:vaD Area:MAA P/L:001 Access # :
Dec Number: Contract :
Prod Line : 001 CPU : 630 Option : Cluster : No
Network:No O/S : Ver/Lvl: Layrd Prod: Ver/Lvl:
Vendor H/W: Vendor S/W: Problem : 07 SERVICE
ENGINEER Problem : 06 SERVICE MANAGER Problem : 11 OTHER
--------------------------------------------------------------------------------
SUMMARY TEXT : Jonni Gillman, DEC Sales, has asked for FS Customer Relations
help in resolving a customer satisfaction issue with an end user, xxxxxx
xxxxxx, for her former employer and OEM, XXXXXXXXX XXXX. OEM contact, xxxx
xxxxx, reports that the xxxxxxx xxxxx office got off to the wrong start by
not doing a quality site prep. This has caused many power related problems
since the system was installed. In addition, Mr. xxxxx reports that the FS
engineer had an "unbelievably negative attitude" toward the end user and OEM.
The only outstanding issue is the transfer of the warranty to contract for the
system.
*** Above Notation entered on 9/19/88 at 10:44AM by RAY CATTANEO ***
--------------------------------------------------------------------------------
CURRENT STATUS : George Schieber, FSDM, has contacted the OEM and end user to
turn the account around and re-establish a positive business relationship.
Immediate contract issue will be resolved ASAP. George will keep us appraised
of developments.
*** Above Notation entered on 9/19/88 at 10:44AM by RAY CATTANEO ***
--------------------------------------------------------------------------------
LOG TEXT : <<<
HUMAN::DISK$HUMAN_WRKD:[NOTES$LIBRARY]DIGITAL.NOTE;1 >>>
-< The DEC way of working >-
==============================================================================
Note 612.0 A disturbing OEM /Digital story.. 15 repli
MERIDN::GILLMAN "The only sure thing is DEC & taxes" 55 lines 8-SEP-1988
22:
------------------------------------------------------------------------------
[Text from note 612.0 has been deleted, but was used as the "log"]
Ray called Jonni and Mr. xxxxx. See Summary section. Agreed with xxxx to
call the District Manager and have him call xxxx then the EU.
**** CONTINUED **** d i g i t a l
Field Service Customer Relations Case Report CASE # : RC88263-001
(OPEN) Initiated : 09/19/88
================================================================================
**** CONTINUED ****
*** Above Notation entered on 9/19/88 at 10:44AM by RAY CATTANEO ***
*** Above Notation entered on 9/19/88 at 10:49AM by RAY CATTANEO ***
George Schieber: This situation occurred one year ago. We gave a complete
package to the customer and the electricians ignored the wiring specs. They
then ended up with severe electrical problems. Environmental study proved
that these problems were electrical in nature...letter and power conditioner
installed...proven to customer that the problem was in the wiring.
Problem is resolved. George will call XXXX XXXXX to help to turn this
negative customer situation into a positive one. George will keep us appraised
*** Above Notation entered on 9/19/88 at 11:35AM by RAY CATTANEO ***
*** This case was exported on 9/20/88 at 4:05PM by PHIL FARNSWORTH ***
**** LAST PAGE ****
Digital Internal Use Only
Finally, I have spoken to my local Sales Rep and responsible SUM regarding
the situation, as well as my former employer and they have all found solutions
which have made the customer happier, the OEM is still a DEC OEM, and Digital
followed through in a timely and positive manner (and apparently worked out with
an upgrade sale) so everyone "won" I am happy to report ;-)!
(BTW - the formal report states myself as the DEC Sales Rep.. this isn't true, I
am in SWS delivery, and as stated in the original note, a friend and former
employee of this DEC OEM and was just an "ear" (and ultimately a "mouth"..)!)
..Jonnni
|