So, hurrah. BarCamp. What a great experience :)
One thing bothered me a little tho, and that was the ‘geekiness’ demarcation.
Apparently if you’re into UCD or Usability or – heaven forbid, marketing, you’re not a geek. Only uber-programming types are nerds apparently. And, just maybe, Flash-ers…
It’s kind of strange… because in my non-BarCamp life, I get the geek/nerd label all the time. Gosh, I thought just turning up to BarCamp was a pre-qualifier.
I though I’d look it on on Wikipedia. Here’s what they’re currently agreeing to:
I think it’s fair to say that definition covers just about everyone who attended BarCamp. Not just the ones who cut code. So, perhaps let’s not use the term in an exclusionary way.
I’m not sure where this idea has come from that people who don’t do the hard core technical stuff for a living are somehow afraid of people who do.
Or that we find the incomprehensible.
Or that we don’t want to and enjoy hanging out with them.
Or that we couldn’t learn something from them.
Or that, who knows, they might even learn something from us.
I can only speak for myself, but I think that’s rubbish.
Can we stop it please and just all play nicely because I thought that the diversity and the togetherness were two of the best bits of BarCamp.
Unfortunately, very average customer experiences are not hard to come across… even from brands that you really want to like… It’s a shame, because sometimes the smallest things can make all the difference. Like… if you’re giving people an automated, machine driven service, then maybe play on what’s good about it – the speed, possibly the accuracy? And compensate for the downside – the lack of personal service. And if humans are providing the service, then *behave* like a human being who is interactive with another human being.
I’m not just an email address you know. I’m a person. And I’m suitably frustrated, concerned, upset by something about your company to be contacting you. I don’t complain much. Perhaps you might take a moment to think about what kind of emotions I might be experiencing and ensure that your response is appropriate to those emotions…. otherwise I might get to thinking you don’t care. If you’ve done something kind of dodgy, then maybe – oh, I don’t know – apologise?!
Good customer experience is very rarely rocket science. It’s usually just a matter of giving a damn and being a little bit thoughtful.
OK, so this is a venting and sharing post. But hopefully it’s instructional and interesting. You be the judge. Or, better still, feel free to vent and share similarly dodgy experiences.
Let’s look at two recent experiences… which will we start with. Bad or Worse?