An Upgrade is Usually Worse, At First

I recently upgraded the telephone system in our home and office. For the next two days everything about the phones went wrong: crossed lines, disconnected calls, non-working outlets, strange buzzing sounds.

Only after two additional visits by the technician was the upgrade working as intended.

Have you noticed how often this happens?

The new improved computer software runs slower than the version you just replaced. The latest hardware proves harder to manage than the system you abandoned. The new car goes back to the shop for an adjustment within two weeks when the old car worked perfectly for years. The new home has a door that jams, a roof that leaks, a window or floorboard that squeaks.

No one intends an upgrade to start out as a downgrade, but the pattern is familiar and occurs frequently.

Key Learning Point
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Be upfront with your customers about glitches or hiccups that may occur - and be ready to provide help and reassurance through the early stages of implementation.

Action Steps
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If you are upgrading or changing your service in ways that affect your customers, send them advance warning and acknowledge openly what everyone already knows: things go wrong, upgrades take time, it takes effort to locate and iron out the wrinkles.

Be positive and proactive about problems that may occur. Use honesty to build a bond of truth and a commitment to constructive collaboration.

And, if you are the customer, be prepared to hurdle the hiccups!

Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling "UP Your Service!" and founder of "UP Your Service College". Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron live or listen to him at http://www.RonKaufman.com.

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