Last week I apologised to a client for my tardiness in responding to a request that is my job to deal with (great grammar!) Not so very tardy - by company standards, but very much by mine. Also sent request to meet with COO regarding the training issues of that client - all the client wants to do is to be able to update their website - but some of this updating occurs in technical places which are very easy to break. I didn't know what our company wanted the client to be able to "get to" - some of the techie stuff is a little touchy (but I feel strongly that they should be able to maintain their site and if that means revisiting the way some things are done then so be it).
Heard precisely nothing from COO so I phoned him today as I had assured the client I would discuss things with the COO and get back to them with an approach. Then the COO tells me he's alredy arranged to meet with them tomorrow (they're in another state) to discuss some other changes to their structure. I asked him to bring up the training items (areas they want to update on their site) and see if they had other areas they wanted to explore.
He's now going to show them where to update their information (he's the developer on this project) - and we'll take it from there as to how best approach their training - if they want face-to-face training (with instructional docs), instructional documentation only or some remote training (via web tools).
The issue here is not that the training issue is not addressed - it is that once again we've been failing to act like a team and keep other members informed of our own contributions to a significant project.
0 comments