Future Now II – Video Killed the Bad Service Rep

Greg Gurev, Head Sherpa

In our youth, we have the distinct advantage of viewing the world in a straightforward manner. Cause and effect is a simple logic that we are taught to follow – if we want to buy something, we must earn the money. If we want to be healthy, we must eat right and exercise regularly. We know that that the things we do (or don’t do) have a direct relationship with how our lives develop.

Unfortunately, this cause-and-effect model can begin to break down within the complexities of the business world, particularly when paired with the shields that make up business technology.  Suppose for example, in our previous model, we had a client with a billing inaccuracy – we would hope that they would be able to call the billing department and be able to speak with someone regarding their invoicing and get a resolution. This is how we are taught to provide good business, right?

However, with voicemail and email as the primary sources of communications, there may be ample opportunity for many companies to “duck and cover” from these simple cause and effect transactions. Unanswered emails, avoided texts, and explanations of “I never got it” are commonplace with less than straightforward customer service types. What we are not doing is meeting our customer needs – and by our direct logic, this WILL affect our business.

So how do we reduce the number of phantoms in the system and get back to delivering? One obvious Future Now technology that I think enterprise class businesses should be embracing is the video conference/calling. We already see it in cell phones (FaceTime, Tango, Skype Mobile), so why isn’t it the standard in business applications, particularly in our global environment? Recent statistics state that more than half of business people are using smartphones to run their business while mobile - then, shouldn’t video conferencing be a technology we are rushing to meet, instead of using intermittently?

We all understand the pitfalls of misunderstood communications, particularly in email. But if you can see another person’s face, hear their voice, you will understand them better and likely be better understood.   In sensitive business transactions, this can be a deal-breaker. It seems like an obvious choice – one that will unclutter communications and bridge the gaps between people, and help solve problems.

I firmly believe that this is a change all business owners should be embracing – I encourage you to see what’s out there now, and give it a try. At its essence, isn’t the heart of good business making those personal connections and getting your customers what they want and need? Remove the phantoms that are preventing you from seeing the real people who fuel your business, and in return, show your customers how you are harnessing the technology of the future to get back to the basics of good business.


Best regards from the summit!




Sherpa compliment of the week:

“MySherpa eased our transition to EHR.  They provided immediate call-backs and resolved problems promptly and efficiently.”  Kathleen Law, Dr. Kevin Law, Hamilton, NJ.


You can find Greg’s blog at www.mysherpa.com/blog. For weekly sneak peeks, check out our Facebook page and follow us on Twitter.



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