It’s Not Flattering Being Chicken Little

I talk about perceptions all the time when it comes to your use of technology. For business success in general on or off-line, how you are perceived, more importantly and especially when the #&$* hits the fan, gives those who do business with you a window into how you handle challenges and the day-to-day stress running a business entails.

Today I ran into several folks who were having issues getting their e-mail on their crackberrys.  And, boy to say they were acting like they needed a fix is an understatement! They were truly in a tizzy! Some were downright hysterical, while others spewed self-important diatribes like “…this is not good for my business” and “I’m stuck at home because of my blackberry!”

I was provided copies of snotty e-mails to providers and support personal and privy to downright nasty and rude telephone scoldings directed at nice and seemingly sincere support staff trying to help these folks resolve whatever issue was at play.  Wow…

How the heck did we survive before Blackberrys? I know they are an important tool but let’s get realistic here! The sky is not falling if you cannot get your e-mail on your Blackberry. Nor is chopping of the heads of those trying to help determine what the issue is for you, ingratiating them to continue in their efforts to get to the bottom of the situation for you.

Technology is not perfect.  It is what it is (unless you are one of those where it all matters what is — is).    When disruptions happen know there are a bunch of techs feverishly working on it to resolve it as quickly as possible.  I’ve never experienced otherwise.    And each hoop they jump through is different than the last and a new challenge.

Yes, you can call and complain and you’ll hear “We aplogize and we are aware of the issue and our technicians are working on it right now.  And, no, we do not yet know when it will be resolved — our goal is as quickly as possible.”   There are going to be hiccups and interruptions in service.   There are going to be times where you will have to reflect patience, decorum and courtesy while those in a position to try and help you do just that.

Next time you have an e-mail hiccup, handle the down time with grace. Do something else — I don’t believe for a minute you are relegated to not leaving your house because you don’t have your Blackberry! Nor do I believe that if you are temporarily blackberriless that your business will fail, the sky will fall and it is the end of days.

No e-mail is being lost — just delayed. And in the case of the “Chicken Littles” I spoke with today all of who had Webmail and PCs to handle their immediate e-mail responsibilities and activities, this downright frantic narcissistic reaction spoke volumes to me about what it would be like to work with them on daily basis. Not good…

So the next time your crackberry has trouble retrieving your e-mail, take a break, work on that new marketing plan, go for a walk in the park, check your Webmail or use your PC and take a long deep breath. It will be O.K., honest, because tomorrow is another day!

Some More Info for You:

1. Business Support Ticket Etiquette
2. Give and Take E-mail Corrections with Grace
3. Are You a “Crackberry” Addict?
4. In Business E-mail Tone is Everything!
5. No Opening Greeting or Courtesy Closing