Just Say Thanks, a Hometown Story

14 04 2009

I have earlier recommended the book Fearless Change. Here is one of my  [HomeTown Story]* about [Just Say Thanks]**.

In one of the companies I worked in there were an “internal Service desk”. There was a huge amount of frustrations about this function probably because they didn’t have time enough to solve the huge amount of problems reported. Most work was done to the one screaming highest or with most managers on CC on the reported issue.

It was normal with weeks of waiting time and a really poor service where most of the time nobody told you when the finally actually did resolve the issue.

Then suddenly of some reasons I don’t know about, I one day got a response about my issue in a reasonably time after sent it in, they told me they worked on it, and a hour or so later I got the message that my issue was solved.

I was sincerely appreciating this fast handling and rich communication around the issue, and I did send a mail to thank them, and I did put on there boss on the CC.

Magic, absolute magic from now on every time I send in a request I got a quick answer and help to solve my problems. And every time I send them a “thank you” for the help and the quick handling even if they just did what the supposed to do.

This went so long that it ended up with my colleague in my department asking me for help when they needed help from the internal service desk.

“Why do you always get help?”

“Please Michael can you send a mail to service desk so I can get some help on my issue”

I do now have the insight on why the story ended up this way.

*[ HomeTown Story] To help people see the usefulness of the new idea, encourage those who have had success with it to share their stories.

**[Just Say Thanks] To make people feel appreciated, say “thanks” in the most sincere way you can to everyone who helps you.