Tag Archives: job satisfaction

Free from Freelance

For my Happiness Anniversary, this year, I got myself a brand new job.

Ok, it was two days late and a job isn’t really a gift. But it’s the thought that counts.

We’ll see how things go, but the position (Learning Technology Advisor) is right in line with things I already enjoy doing. Such as enabling technological appropriation in learning contexts. And holding thoughtful group discussions on interesting issues. And trying out new tools. And discussing learning objects and learning objectives. All things I’d probably do, regardless of my employment status.

So the work itself is likely to be very satisfying.

It’s been a while since I’ve had a fulltime dayjob. Years. Not that I haven’t been employed fulltime during that period. I did cumulate quite a few hours of work, most years. But they were part of different jobs, contracts, contexts. Which means that very significant a part of my “bandwidth” had to do with professional development. It also meant that my status tended to fluctuate. Teaching part-time was a large part of it, but a major distinction between part-time workers and fulltime ones relates to identity, status, recognition. For instance, sharing an office with a few colleagues is quite different from having your own.

I start my new job Tuesday, so I’ll know more by then (such as the office situation). But I’m already getting different interactions with people, such as this one teacher who says that we now have good reasons to be even better friends.

What’s funny is that the onset of my 2008 Happiness Phase coincided with my shift to freelancing. Had been doing several different things before that, mostly revolving around teaching and learning. But, from that point on, I allowed myself to take on contracts as a freelancer. I was no longer a Ph.D. candidate trying to squeeze in some work opportunity in view of an academic job. I was in control of my professional life, despite all the difficulties associated with freelancing.

It was a nice run. Ebbs and flows. Had the opportunity to try out many different things, sometimes within the same period of time. Landed a part-time position at a startup/community organization where the fit wasn’t great. Struggled to find a balance between acting as my own self and looking for new opportunities at every occasion. Had slow periods which made me question things. Coped with health issues in ways which would have been impossible while working fulltime. Invested time and money in all sorts of things to improve my life as a self-employed individual…

Overall, I learnt a lot. Much of it will be useful in fulltime work.

Though the job is fulltime, it’s based on a renewable contract. When, during the job interview, the HR advisor asked me for my thoughts on this situation, my whole freelance experience was behind me. No, it’s not an issue. I’ll manage even if it’s not renewed. But I’m starting a new life.

Something else about this new life connects to 2008. It’s in a Cegep.

Cegeps are Quebec public colleges for both vocational and pre-university education. I care deeply enough about the Cegep system to defend it. More than once. It’s occasionally under attack by politicians who try to stir things up. But it’s a part of post-secondary education in Quebec which makes it unique. Having taught in diverse places, I find that it makes a significant improvement in university life here. It also enables the kinds of training and learning that  people really need, as “adulteens” (very young adults who are also “teen-aged”). In the past week, even before settling down in my new position, I got to see some impressive things happening in Cegeps. I sincerely think that cegeps are an example to follow, not an anomaly. Similar systems exist elsewhere (from “gymnasium” and “international baccalaureate” to “prep schools” and “community colleges”). But Quebec’s Cegep network is its own very specific thing, fully adapted to its own cultural and social context.

Surely, I’ll have a lot more to say about Cegeps as I work in one.

The connection to 2008 is much more personal. At the time, I was going through a difficult transition in my life. Questioning all sorts of things. Growing dissatisfied with the model for university careers (especially tenure-track professorships and what they entail). Thinking of “what I could do with my life”…

…when it suddenly hit me: I could work in a Cegep.

Can still remember the overwhelming feeling of comfort I experienced when that thought hit me. It was so obvious! So fitting! Sure, there’d be some difficulties, but nothing impossible. I was ready, then, to embark in a Cegep career.

It’s not what happened, right away. I came back to Quebec from Texas and applied to a few things in Cegeps. Was getting other contracts, including teaching contracts at Concordia (where I started teaching in 2006). Never abandoned the idea of working in a Cegep but “life had other plans”, at the time.

I did do several things which got me closer to the Cegep system. Including participations in every MoodleDay event at Dawson. And workshops with Cegep institutions. I even participated in a living lab on educational innovation with the very organization which just hired me (lab summary in French). Without really noticing it, I was preparing myself to join the Cegep World.

One obvious possibility was to add Cegep courses to my part-time teaching load or eventually becoming fulltime as a Cegep teacher. Cegep teaching has clear advantages over university teaching. Simply put, Cegep teachers are allowed to care about learning. University professors who care about pedagogical issues bump into lots of hurdles. Since I care a whole lot about teaching (and I can still do actual research without a tenured position), it sounded like the right place for me. Friends and acquaintances who work in Cegeps kept telling me things which made the fit even more obvious. Though grades do matter in Cegeps, the obsession with grades is much less of an issue in Cegeps than in universities. I care enough about this that I co-organized a public conversation on grades, back in November 2013. Of course, the Cegep population is quite different (and often younger) than the university population. Having taught in the US where people enter university or college directly from high school, I didn’t think it’d be an issue.

But teaching Cegep students directly wasn’t the only option. Having accumulated some expertise on post-secondary learning through 15 years of teaching experience, I was starting to think about being a learning advisor of some sort. This is finally happening, officially.

I’ve often acted as an informal advisor for people. Even during my M.Sc., I would discuss a Ph.D. student’s research in pretty much the way an advisor would. Not the advisor who focuses on logistics and rules and citation impact. But the person who challenges you to rethink a research question or brings you to think of your whole project in a completely new way. Since then, I’ve done the same thing numerous times without ever having an official title to go with it. I’d occasionally get a bit of (informal) credit for it, but I wasn’t aiming for that. I just enjoy helping people in this way.

I also became something of a mentor to some people. For instance, in  view of a pilot project at Concordia, I was able to mentor two teaching assistants who were holding classes in parallel with me. The mentoring included tips and tricks about classroom management along with deeper things on the meaning of university learning. It was still a limited scope, but it was in line with things I wanted to do.

What was even more fitting, given my new position, is that I became the “go-to person” for several things having to do with technology in learning and teaching. This all started in 2007 when, through the Spirit of Inquiry conference, I started collaborating with Concordia’s Centre for Teaching and Learning Services. Created workshops, did screencasts, experimented with some solutions, answered informal questions… Without being employed directly by CTLS, I think it’s fair to say (as several people have been saying) that I was playing a key role in terms of learning technology at Concordia.

There’s a pattern, here. From diverse activities as a freelancer, I now get to merge things to be Learning Technology Advisor at Vitrine technologie-éducation.

Good times!

Concierge-Style Service

Disclaimer: This is one of those blogposts in which I ramble quite a bit. I do have a core point, but I take winding roads around it. It’s also a post where I’m consciously naïve, this time talking about topics which may make economists react viscerally. My hope is that they can get past their initial reaction and think about “the fool’s truth”.

High-quality customer service is something which has a very positive effect, on me. More than being awed by it, I’m extremely appreciative for it when it’s directed towards me and glad it exists when other people take advantage of it.

And I understand (at least some of) the difficulties of customer service.

Never worked directly in customer service. I do interact with a number of people, when I work (teaching, doing field research, working in restaurants, or even doing surveys over the phone). And I’ve had to deal with my share of “difficult customers”, sometimes for months at a time. But nothing I’ve done was officially considered customer service. In fact, with some of my work, “customer service” is exactly the opposite of “what the job is about”, despite some apparent similarities.

So I can only talk about customer service as a customer.

As job sectors go, customer service is quite compatible with a post-industrial world. At the end of the Industrial Revolution, jobs in the primary and secondary sectors have decreased a lot in numbers, especially in the wealthiest parts of the World. The tertiary sector is rapidly growing, in these same contexts. We may eventually notice a significant move toward the quaternary sector, through the expansion of the “knowledge society” but, as far as I know, that sector employs a very small proportion of the active population in any current context.

Point is, the service sector is quite big.

It’s also quite diverse, in terms of activities as well as in terms of conditions. There are call centres where working conditions and salaries are somewhat comparable to factory work (though the latter is considered “blue collar” and the former “white collar”). And there are parts of the service industry which, from the outside, sound quite pleasant.

But, again, I’m taking the point of view of the customer, here. I really do care about working conditions and would be interested in finding ways to improve them, but this blogpost is about my reactions as someone on the other side of the relationship.

More specifically, I’m talking about cases where my satisfaction reaches a high level. I don’t like to complain about bad service (though I could share some examples). But I do like to underline quality service.

And there are plenty of examples of those. I often share them on Twitter and/or on Facebook. But I might as well talk about some of these, here. Especially since I’m wrapping my head about a more general principal.

A key case happened back in November, during the meetings of the American Anthropological Association, here in Montreal. Was meeting a friend of mine at the conference hotel. Did a Foursquare checkin there, while I was waiting, pointing out that I was a local. Received a Twitter reply from the hotel’s account, welcoming me to Montreal. Had a short exchange about this and was told that “if my friend needs anything…” Went to lunch with my friend.

Among the topics of our conversation was the presentation she was going to give, that afternoon. She was feeling rather nervous about it and asked me what could be done to keep her nervousness under control. Based on both personal experience and rumours, I told her to eat bananas, as they seem to help in relieving stress. But, obviously, bananas aren’t that easy to get, in a downtown area.

After leaving my friend, I thought about where to get bananas for her, as a surprise. Didn’t remember that there was a supermarket, not too far from the hotel, so I was at a loss. Eventually went back to the hotel, thinking I might ask the hotel staff about this. Turns out, it would have been possible to order bananas for my friend but the kitchen had just closed.

On a whim, I thought about contacting the person who had replied to me through the hotel’s Twitter account. Explained the situation, gave my friend’s room number and, within minutes, a fruit basket was delivered to her door. At no extra charge to me or to my friend. As if it were a completely normal thing to do, asking for bananas to be delivered to a room.

I’m actually not one to ask for favours, in general. And I did feel strange asking for these bananas. But I wanted to surprise my friend and was going to pay for the service anyway. And the “if she needs anything” message was almost a dare, to me. My asking for bananas was almost defiant. “Oh, yeah? Anything? How about you bring bananas to her room, then?” Again, I’m usually not like this but exchanges like those make me want to explore the limits of the interaction.

And the result was really positive. My friend was very grateful and I sincerely think it helped her relax before her presentation, beyond the effects of the bananas themselves. And it titillated my curiosity, as an informal observer of customer service.

Often heard about hotel concierges as the model of quality in customer service. This fruit basket gave me a taster.

What’s funny about «concierges» is that, as a Québécois, I mostly associate them with maintenance work. In school, for instance, the «concierge» was the janitor, the person in charge of cleaning up the mess left by students. Sounds like “custodian” (and “custodial services”) may be somewhat equivalent to this meaning of «concierge», among English-speaking Canadians, especially in universities. Cleaning services are the key aspect of this line of work. Of course, it’s important work and it should be respected. But it’s not typically glorified as a form of employment. In fact, it’s precisely the kind of work which is used as a threat to those whose school performance is considered insufficient. Condescending teachers and principals would tell someone that they could end up working as a «concierge» (“janitor”) if they didn’t get their act together. Despite being important, this work is considered low-status. And, typically, it has little to do with customer service, as their work is often done while others are absent.

Concierges in French apartment buildings are a different matter, as they also control access and seem to be involved in collecting rent. But, in the “popular imagination” (i.e., in French movies), they’re not associated with a very high quality of service. Can think of several concierges of this type, in French movies. Some of them may have a congenial personality. But I can’t think of one who was portrayed as a model of high-quality customer service.

(I have friends who were «concierges» in apartment buildings, here in Montreal. Their work, which they did while studying, was mostly about maintenance, including changing lightbulbs and shovelling snow. The equivalent of “building superintendent”, it seems. Again, important but devalued work.)

Hotel concierges are the ones English-speakers think of when they use the term. They are the ones who are associated with high-quality (and high-value) customer service. These are the ones I’m thinking about, here.

Hotel concierges’ “golden keys” («Clefs d’or») are as much of a status symbol as you can get one. No idea how much hotel concierges make and I’m unclear as to their training and hiring. But it’s clear that they occupy quite specific a position in the social ladder, much higher than that of school janitors or apartment concierges.

Again, I can just guess how difficult their work must be. Not only the activities themselves but the interactions with the public. Yet, what interests me now is their reputation for delivering outstanding service. The fruit basket delivered to my friend’s door was a key example, to me.

(I also heard more about staff in luxury hotels, in part from a friend who worked in a call centre for a hotel with an enviable reputation. The hospitality industry is also a central component of Swiss culture, and I heard a few things about Swiss hotel schools, including Lausanne’s well-known EHL. Not to mention contacts with ITHQ graduates. But my experience with this kind of service in a hotel context is very limited.)

And it reminds me of several other examples. One is my admiration for the work done by servers in a Fredericton restaurant. The food was quite good and the restaurant’s administration boasts their winelist. But the service is what gave me the most positive feeling. Those service were able to switch completely from treating other people like royalty to treating me like a friend. These people were so good at their job that I discussed it with some of them. Perhaps they were just being humble but they didn’t even seem to realize that they were doing an especially good job.

A similar case is at some of Siena’s best restaurants, during a stay with several friends. At most places we went, the service was remarkably impeccable. We were treated like we deserved an incredible amount of respect, even though we were wearing sandals, shorts, and t-shirts.

Of course, quality service happens outside of hotels and restaurants. Which is why I wanted to post this.

Yesterday, I went to the “Genius Bar” at the Apple Store near my university campus. Had been having some issues with my iPhone and normal troubleshooting didn’t help. In fact, I had been to the same place, a few months ago, and what they had tried hadn’t really solved the problem.

This time, the problem was fixed in a very simple way: they replaced my iPhone with a new one. The process was very straightforward and efficient. And, thanks to regular backups, setting up my replacement iPhone was relatively easy a process. (There were a few issues with it and it did take some time to do, but nothing compared to what it might have been like without cloud backups.)

Through this and previous experiences with the “Genius Bar“, I keep thinking that this service model should be applied to other spheres of work. Including healthcare. Not the specifics of how a “Genius Bar” works. But something about this quality of service, applied to patient care. I sincerely think it’d have a very positive impact on people’s health.

In a way, this might be what’s implied by “concierge medicine”: personalized healthcare services, centred on patients’ needs. But there’s a key difference between Apple’s “Genius Bar” and “concierge medicine”: access to the “Genius Bar” is open to all (customers of Apple products).

Sure, not everyone can afford Apple products. But, despite a prevailing impression, these products are usually not that much more expensive than those made by competitors. In fact, some products made by Apple are quite competitive in their market. So, while the concierge-style services offered by the “Genius Bar” are paid by Apple’s customers, costing those services as even the totality of the “Apple premium” might reveal quite decent a value proposition.

Besides, it’s not about Apple and it’s not really about costs. While Apple’s “Genius Bar” provided my inspiration for this post, I mostly think about quality of service, in general. And while it’s important for decision-makers to think about the costs involved, it’s also important to think about what we mean by high quality service.

One aspect of concierge-style service is that it’s adapted to specific needs. It’s highly customized and personalized, the exact opposite of a “cookie-cutter” approach. My experience at BrewBakers was like that: I was treated the way I wanted to be treated and other people were treated in a very different way. For instance, a server sat besides me as I was looking at the menu, as if I had been a friend “hanging out” with them, and then treated some other customers as if they were the most dignified people in the world. Can’t say for sure the other people appreciated it (looked like they did), but I know it gave me a very warm feeling.

Similar thing at the “Genius Bar”. I could hear other people being treated very formally, but every time I went I was treated with the exact level of informality that I really enjoy. Perhaps more importantly, people’s technology skills are clearly taken into account and they never, in my experience, represent a basis for condescension or for misguided advice. In other words, lack of knowledge of an issue is treated with an understanding attitude and a customer’s expertise on an issue is treated with the exact level of respect it deserves. As always, YMMV. But I’m consistently struck by how appropriately “Genius Bar” employees treat diverse degrees of technological sophistication. As a teacher, this is something about which I care deeply. And it’s really challenging.

While it’s flexible and adaptable, concierge-style service is also respectful, no matter what. This is where our experiences in Siena were so striking. We were treated with respect, even though we didn’t fit the “dress code” for any of these restaurants. And this is a city where, in our observations, people seemed to put a lot of care in what they wore. It’s quite likely that we were judged like annoying tourists, who failed to understand the importance of wearing a suit and tie when going to a “classy” restaurant. But we were still welcomed in these establishments, and nothing in the service made us perceive negatively judged by these servers.

I’ve also heard about hotel staff having to maintain their dignity while coping with people who broke much more than dress codes. And this applies whether or not these people are clients. Friends told me about how the staff at a luxury hotel may deal with people who are unlikely to be customers (including homeless people). According to these friends, the rule is to treat everyone with respect, regardless of which position in the social ladder people occupy. Having noticed a few occasions where respectful treatment was applied to people who are often marginalized, it gives me some of the same satisfaction as when I’m treated adequately.

In other words, concierge-style service is appropriate, “no matter what”. The payoff may not be immediately obvious to everyone, but it’s clearly there. For one thing, poor-quality service to someone else can be quite painful to watch and those of us who are empathetic are likely to “take our business elsewhere” when we see somebody else being treated with disrespect. Not to mention that a respectful attitude is often the best way to prevent all sorts of negative situations from happening. Plus, some high-status people may look like low-status ones in certain of these situations. (For instance, friend working for a luxury hotel once commented on some celebrities looking like homeless people when they appeared at the hotel’s entrance.)

Concierge-style service is also disconnected from business transactions. While the money used to pay for people providing concierge-style service comes from business transactions, this connection is invisible in the service itself. This is similar to something which seems to puzzle a number of people I know, when I mention it. And I’m having a hard time explaining it in a way that they understand. But it’s quite important in the case of customer service.

At one level, you may call it an illusion. Though people pay for a service, the service is provided as if this payment didn’t matter. Sure, the costs associated with my friend’s fruit basket were incurred in the cost of her room. But neither of us saw that cost. So, at that level, it’s as if people were oblivious to the business side of things. This might help explain it to some people, but it’s not the end of it.

Another part has to do with models in which the costs behind the service are supported by a larger group of people, for instance in the ad-based model behind newspapers and Google or in the shared costs model behind insurance systems (not to mention public sectors programs). The same applies to situation where a third-party is responsible for the costs, like parents paying for services provided to their children. In this case, the separation between services and business transactions is a separation between roles. The same person can be beneficiary or benefactor in the same system, but at different times. Part of the result is that the quality of the service is directed toward the beneficiary, even though this person may not be directly responsible for the costs incurred by this service. So, the quality of a service offered by Google has to do with users of that service, not with Google’s customers (advertisers). The same thing applies to any kind of sponsorship and can work quite well with concierge-level quality of service. The Apple Store model is a bit like this, in that Apple subsidizes its stores out of its “own pocket”, and seems to be making a lot of money thanks to them. It may be counterintuitive, as a model, and the distinction between paying for and getting a service may sound irrelevant. But, from the perspective of human beings getting this kind of service, the difference is quite important.

At another level, it’s a matter of politeness. While some people are fine talking financials about any kind of exchange, many others find open discussion of money quite impolite. The former group of people may find it absurd but some of us would rather not discuss the specifics of the business transactions while a service is given. And I don’t mean anything like the lack of transparency of a menu with no price, in a very expensive restaurant. Quite the contrary. I mean a situation where everybody knows how much things cost in this specific situation, but discussion of those costs happens outside of the service itself. Again, this may sound strange to some, but I’d argue that it’s a characteristic of concierge-style service. You know how much it costs to spend a night at this hotel (or to get a haircut from this salon). But, while a specific service is provided, these costs aren’t mentioned.

Another component of this separation between services and their costs is about “fluidity”. It can be quite inefficient for people to keep calculating how much a service costs, itemized. The well-known joke about an engineer asked to itemize services for accounting purposes relates to this. In an industrial context, every item can have a specific cost. Applying the same logic to the service sector can lead to an overwhelming overhead and can also be quite misleading, especially in the case of knowledge and creative work. (How much does an idea cost?) While concierge-style service may be measured, doing so can have a negative impact on the service itself.

Some of my thinking about services and their costs has to do with learning contexts. In fact, much of my thinking about quality of service has to do with learning, since teaching remains an important part of my life. The equation between the costs of education and the learning process is quite complex. While there may be strong correlations between socioeconomic factors and credentials, the correlation between learning and credential is seems to be weaker and the connection between learning and socioeconomic factors is quite indirect.

In fact, something which is counterintuitive to outsiders and misconstrued to administrators at learning institutions is the relationship between learning and the quality of the work done by a teacher. There are many factors involved, in the work of a teacher, from students’ prior knowledge to their engagement in the learning process, and from “time on task” to the compatibility between learning and teaching methods. It’s also remarkably difficult to measure teaching effectiveness, especially if one is to pay more than lipservice to lifelong learning. Also, the motivations behind a teacher’s work rarely have much to do with such things as differential pay. At the very least, it’s clear that dedicated teachers spend more time than is officially required, and that they do so without any expectation of getting more money. But they do expect (and often get) much more than money, including the satisfaction of a job well done.

The analogy between teaching and concierge services falls down quickly if we think that concierges’ customers are those who use their services. Even in “for-profit” schools, the student-teacher relationship has very little to do with a client-business relationship. Those who “consume” the learning process are learners’ future employers or society as a whole. But students themselves aren’t “consuming teaching”, they’re learning. Sure, students often pay a portion of the costs to run educational institutions (other costs being covered by research activities, sponsorships, government funding, alumni, and even parents). But the result of the learning process is quite different from paying for a service. At worst, students are perceived as the “products” of the process. At best, they help construct knowledge. And even if students are increasingly treated as if they were customers of learning institutions (including publicly-funded ones), their relationship to teachers is quite distinct from patronage.

And this is one place for a connection between teachers and concierges, having to do with the separation between services and their fees: high quality service is given by concierges and teachers beyond direct financial incentives to do so. Even if these same teachers and concierges are trying to get increased wages, the services they provide are free of these considerations. Salary negotiations are a matter between employers and employees. Those who receive services are customers of the employers, not the employees. There’d be no reason for a concierge or teacher to argue with customers and students about their salaries.

In a way, this is almost the opposite of “social alienation”. In social sciences. “alienation” refers to a feeling of estrangement often taking place among workers whose products are consumed by people with whom they have no connection. A worker at a Foxconn factory may feel alienated from the person who will buy the Dell laptop on which she’s working. But service work is quite distinct from this. While there may be a huge status differential between someone getting a service and the person providing it and there can be a feeling of distance, the fact that there’s a direct connection between the two is quite significant. Even someone working at a call centre in India providing technical support to a high-status customer in the US  is significantly different from the alienated factory worker. The direct connection between call centre employee and customer can have a significant impact on both people involved, and on the business behind the technical support request.

And, to a large extent, the further a person working in customer service is from the financial transaction, the higher the quality of the service.

Lots has been said about Zappos and about Nordstrom. Much of that has to do with how these two companies’ approaches to customer service differ from other approaches (for instance, avoiding scripts). But there might be a key lesson, here, in terms of distancing the service from the job. The “customers are always right” ethos doesn’t jive well with beancounting.

So, concierge-style service is “more than a job”.

Providing high-quality service can be highly stimulating, motivating, and satisfying. Haven’t looked at job satisfaction levels among these people, but I wouldn’t be surprised if they were quite high. What managers seem to forget, about job satisfaction, is that it has an impact beyond employee retention, productivity, and reputation. Satisfying jobs have a broad impact on society, which then impacts business. Like Ford paying high wages for his workers, much of it has to do with having a broader vision than simply managing the “ins and outs” of a given business. This is where Hanifan’s concept of social capital may come into play. Communities are built through such things as trust and job satisfaction.

Again, these aren’t simple issues. Quality customer service isn’t a simple matter of giving people the right conditions. But its effect are far-reaching.

It’s interesting to hear about “corporate concierge services” offered to employees of certain businesses. In a way, they loop back the relationship between high-quality service and labour. It sounds like corporate concierges can do a lot to enhance a workplace, even  making it more sustainable. I’d be curious to know more about them, as it sounds like they might have an interesting position with regards to the enterprise. I wouldn’t be surprised if their status were separate from that of regular employees within the business.

And, of course, I wish I were working at a place where such services were available. Sounds like those workplaces aren’t that uncommon. But having access to such services would be quite a privilege.

Thing is, I hate privilege, even when I’m the one benefitting from it. I once quipped that I hated library privileges, because they’re unequally distributed. The core of this is that I wish society were more equal. Not by levelling down everything we have, but by providing broader access to resources and services.

A key problem with concierge-style services is that access to them tends to be restricted. But it doesn’t sound like their costs are the only factor for this exclusiveness. In a way, concierge-level service may not be that much more expensive than standard service. It might be about concierge-style services being a differentiating factor, but even that doesn’t imply that it should be so restricted.

I’d argue that the level of quality of service that I’ve been describing (and rambling on about) can be found in just about any context. I’ve observed the work of librarians, gas station attendants, police officers, street vendors, park rangers, and movers who provided this level of service. While it may difficult to sustain high-quality service, it does scale and it does seem to make life easier for everyone.

Customer Service on the Phone: Netflix

An interesting piece about the move, by Netflix, to phone-only customer service.
Victory for voices over keystrokes | CNET News.com

Much of it sounds very obvious. Customers tend to prefer phone support instead of email. Customer service representatives who take more time on the phone with customers are more likely to make people happy. Many customers dislike offshoring. Customer service can make or break some corporations. Customers often have outlandish requests. Hourly salaries in call centres will vary greatly from one place to the other, even within the same area.

In other words, Netflix has done what many people think a company should do. We’ll see how it all pans out in the end.

The main reason this piece caught my attention is that I have been doing surveys (over the phone) about the quality of the service provided by customer service representatives over the phone. Not only am I working in a call centre myself (and can certainly relate with the job satisfaction which comes from empathy). But several of the surveys I do are precisely about the points made in this News.com piece. The majority of the surveys I do are about the quality of the service provided by customer service representatives (CSRs) at incoming call centres for a big corporation. So I hear a lot about CSRs and what they do well. Or not so well. One answer I’ve been hearing on occasion was “I’d appreciate it if I could talk to people who are a bit less courteous but who know more about the services the company is providing.” After interactions with several CSRs and tech support people, I can relate with this experience on a personal level.

The general pattern is that people do prefer it if they can speak directly (over the phone) with a human being who speaks their native language very fluently and are able to spend as much time as it takes with them on the phone. Most people seem to believe that it is important to be able to speak to someone instead of dealing with the issue in an “impersonal” manner.

Sounds obvious. And it probably is obvious to many executives, when they talk about customer service. So email support, outsourcing, offshoring, time limits on customer service, and low wages given to customer service representatives are all perceived by customers as cost-cutting measures.

But there’s something else.

We need the “chunky spaghetti sauce” of customer service. Yes, this is also very obvious. But it seems that some people draw awkward conclusions from it. It’s not really about niche marketing. It’s not exactly about customer choice or even freedom. It’s about diversity.

As an anthropologist, I cherish human diversity. Think of the need for biological diversity on the level of species but through the cultural, linguistic, and biological dimensions of one subspecies (Homo sapiens sapiens).
Yes, we’re all the same. Yes, we’re all different. But looking at human diversity for a while, you begin to notice patterns. Some of these patterns can be described as “profiles.” Other patterns are more subtle, harder to describe. But really not that difficult to understand.

The relationships between age and technology use, for instance. The common idea is that the younger you are, the more likely you are to be “into technology.” “It’s a generation thing, you know. Kids these days, they’re into HyPods and MikeSpaces, and Nit’n’do-wee. I’m too old to know anything about these things.”

Yeah, right.

All the while, some children are struggling with different pieces of technology forced unto them and some retirees are sending each other elaborate PowerPoint files to younger people who are too busy to look at them.

To go back to customer service on the phone. Some people are quite vocal about their preference for interactions with “real human beings” who speak their native language and are able to understand them. Other people would actually prefer it if they could just fire off a message somewhere and not have to spend any time on the phone. On several occasions having to do with customer service, I do prefer email exchanges over phone interactions. But I realize that I’m probably in the minority.

Many people in fact deal with different situations in different ways.

One paragraph I personally find quite surprising in the News.com piece is about the decision to not only strengthen the phone-based support but to, in effect, abolish email support:

Netflix’s decision to eliminate the e-mail feature was made after a great deal of research, Osier said. He looked at two other companies with reputations for superb phone-based customer service, Southwest Airlines and American Express, and saw that customers preferred human interaction over e-mail messages.

Sounds like a knee-jerk reaction to me. (It’d be fun to read the research report!) I’m pretty sure that most business schools advise future executives against knee-jerk reactions.

One thing which surprises me about the Netflix move is that, contrary to Southwest Airlines and American Express, the Netflix business is primarily based on online communication and postal services. My hunch is that a significant number of Netflix users are people who enjoy the convenience of one-click movie rentals without any need to interact with a person. Not that Netflix users dislike other human beings but they may prefer dealing with other human beings on other levels. If my hunch is accurate to any degree, chances are that these same people also enjoy it when they can solve an issue with their account through a single email or, better yet, a single click. For instance, someone might like the option of simply clicking a button on the Netflix website to put their rental queue on hold. And it might be quite useful to receive an email confirmation of a “Damaged Disc Report” (SRC: DISCPROBLEM) instead of having to rely on a confirmation number given on the phone by a friendly CSR in Oregon or, say, Moncton.

Yes, I’m referring to the specific instances of my interactions with Netflix. While I’d certainly appreciate the opportunity to speak with friendly French-speaking CSRs when I have problems with plane tickets or credit cards, I like the fact that I can deal with Netflix online (and through free postal mail). Call me crazy all you want. I’m one of those Netflix customers who find it convenient to deal with the company through those means. After all, Netflix is unlikely to have such an influence on my life that I would enjoy spending as much as ten minutes on the phone with friendly Oregonians.

As an ethnographer, I have not, in fact, observed Netflix to any significant extent. I’m just a random customer and, as it so happens, my wife is the one who is getting rentals from them. What little I know about the Netflix business model is limited to discussions about it on tech-related podcasts. And I do understand that Blockbuster is their direct target.

Yet it seems to me that one of the main reasons Netflix has/had been succeeding is that they went into relatively uncharted territory and tapped into a specific market (mixed analogies are fun). Even now, Netflix has advantages over “traditional” DVD rental companies including Blockbuster the same way that Amazon has advantages over Barnes and Noble. It seems to me that Amazon is not actively trying to become the next Barnes and Noble. AFAIK, Amazon is not even trying to become the next Wal-Mart (although it has partnered with Target).

Why should Netflix try to beat Blockbusters?

What does this all mean for corporate America?

Back in Mac: GTD Edition

Part of the series.
(Series created on August 13, 2011, and applied retroactively…)

Catherine got a MacBook (Combo Drive) last week. Though it’s her computer, I’ve been using it pretty extensively in the past few days. And it’s changing my life for the better.

Long story short. My iBook (Dual USB) from 2001 went kaput in December 2005. In a hurry to get a new computer and being a bit short on cash, I ended up a few weeks later with a refurbished eMachines desktop running XP. Though my original dissatisfaction with the machine probably had to do with the lack of RAM, I still thought fondly of my Mac OS X days and was longing for the day I could use a Mac again. Now that I can, I know why I missed Mac OS X so much.

At this point, I come to think that those people who love XP machines are those who like to play fast-paced games and/or to pirate software. I love computers for other reasons so these don’t apply to me.

Contrary to what is said in the Justin Long and John Hodgman ads, I tend to see Mac OS X as a way to get things done.

Yes, Getting Things Done is the title of a best-selling book by David Allen and has become a buzzphrase in recent years. I was indirectly influenced by some ideas from the book but I prefer to use my own methods of time-management. Still, I can easily associate the Mac with GTD the concept, if not GTD the book (which I haven’t had the time to read).

This past weekend, I read a “Final Assessment” on a Mac OS X application called iGTD. It’s a rather straightforward tool for managing tasks. Kind of a “to-do list on steroids.”

I tried iGTD for a few minutes last night. Neat app and it might end up being useful. I’ll give it more thought as time goes on but as I need to switch between different computers, I don’t think it’ll become my ultimate solution.

Trying iGTD was also a chance for me to try QuickSilver again, after all this time spent on an XP machine. I really like QS and I can really see how it fits in the GTD frame. It’s a convenient way to accomplish a large number of tasks very efficiently. It’s not the fact that it saves you a few seconds at a time which matters. It’s the fact that it makes it easy to not think about what you want to accomplish. Kind of what the QuickSilver people call “Wei Wu Wei – Act Without Doing.” QS is really a Mac OS X thing. It only works on Macs and it really fits in the Mac-based methodology for computer use.

Another example of Mac OS X apps to get things done: OmniOutliner. This is probably the single app which I most missed on XP. Sure, there are outliners on XP. But none of them made my workflow as smooth as OO did. I tried NetManage EccoPro and eventually abandoned it. EccoPro is very powerful and it was an ok replacement for the actual outlining functions but the fact that it hasn’t been developed in ages means that it lacks the kind of features which really make things go smoothly.  In other words, EccoPro is not that compatible with the Mac way of just doing things.

Things are so easy in my OO workflow! For instance, while preparing for courses, I would use OO to take rough notes while reading course material. (Actually, I took many of these notes on a PalmOS device to transfer to OO. That part was never so seamless and I tried everything to improve it but it was a vain attempt. Transferring from Palm to EccoPro is a bit simpler.) In OO, transforming raw notes into course outlines was extremely easy and efficient. I could then easily transform those outlines into printable lesson plans and slides using LaTeX, Keynote, PowerPoint, or RTF. All told, I could transform rough notes into course material in less than 10 minutes without thinking much about what I was doing. Made everything so easy that it really took me a while to adapt my workflow to XP. In fact, I can’t say I ever did. Sure, XP people will say that I could in fact do the same thing thing on XP, that I’m just an Apple fanboy. The fact that the PalmOS integration with OS X wasn’t so smooth seems to prove that point. But the key point here is not about my ability to do things. It’s about the flow part of workflow. Every method I used on XP to accomplish the same tasks eventually worked and I became quite good at them. I probably ended up spending just a few minutes more on any of these tasks. But nothing was really smooth. I could never be mindless about the process. I constantly had to make sure everything was working.

As it turns out OO also fits in the GTD frame. In fact, the first time I heard of GTD was probably on the OO user mailing-list. Some people there wanted the ultimate GTD solution based on OO. OO didn’t have a lot of GTD-savvy features but it seems that it could fit in the GTD methodology overall.

One step further, I think Mac OS X as a whole fits in the GTD frame.

But I probably will never jump on the GTD bandwagon. AFAICT, GTD is mostly based on sorting tasks and tracking them. Again, “to-do list on steroids.” But, contrary to my mother and to my wife, I’m usually no good with to-do lists. I keep accumulating stuff in them and end up more frustrating. Centralized systems work better for me so I do a lot on Gmail. Those who don’t know me extremely well certainly think that I’m completely disorganized. But I’ve found ways to organize myself through apparent chaos. In short, I’m messy and I’m proud of it. But I do respond to the very concept of “just getting things done already” which seems to be associated with GTD-friendly applications. In this case: iGTD, QS, OO, and… Mac OS X.

It sure is good to be back in Mac!

Jobs and Satisfaction

This one is more of a web log entry than my usual ramblings.

Executive Summary: Life Is Good.

Continue reading Jobs and Satisfaction