It’s so difficult to communicate with each other. People ignore emails, Teams, ghost you in a middle of a Sev1 situation and what’s best is that there are zero consequences. And do I blame them? No. I just su-k it up. Because how can I? At least I have a job. For now…
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@hz unfortunately that's because most of my peers are spineless.
I've done that even when I was in Medium business, in the past, for customers who had a ridiculously small install base and yearly expenditure.
@gs I use this tactic, but it is only effective for the big name customers. Really sad that we have to do this at all though just te get people to do their jobs. Also for some reason we as a company have decided to make it obscenely difficult for support to find who the customer's sales rep is.
If it's related to a customer INC, you might think out of the box and reach out to the Sales rep, telling them you're unable to assist their client because of lack of communication/cooperation of involved teams.
Sales go nuts when they find out they risk to lose a customer because of poor support, and will start escalating to senior managers and directors until someone takes action. Did that myself a couple of times, as a sales: the more managers ghosted me, the higher I escalated.
Once I reached the Senior Director level, magic happened and people started replying me and taking immediate action.
@c9 This doesn't work because the team we reach out to in sev 1 situations has a different manager that gives zero fu--s and our manager has zero influence over the other team's manager. Getting that team to assist during the first or last two hours of their shift is like finding the pot of gold at the end of the rainbow while riding a unicorn.
@av 🤣🤣🤣🤣🤣🤣🤣🤣🤣
Lots of grown azz adults in there that act like it's Junior High School. Big kiss azz convention, fun and games when other folks are trying to earn an honest living.
Sounds like the solution is to get everyone back in the office together so instead of wasting time w back and forth emails and chats you can walk down the hall and solve it real time. Thoughts?
The culture at Dell is to never help your peers or anyone below you. Only take an action if it will get you immediate accolades from your boss.
There is a culture of this in dell. Terrible communication on all levels.
Simple fix, involve your manager via teams chat and then a follow up email everytime. If they are slow or dont respind, the ball is in their court when the customer looses their sh-t on the call....
@aw Low staff, summer vacation, but the crux is poor mngtmt decisions year after year without promoting people to higher levels.... What do people expect? The escalation people are stressed and have had enough themselves!
@af I get ghosted/ignored at least once a week when I ask for help resolving a sev 1. It got to the point where I started resolving them myself. Then I was reprimanded because I was running commands that I am not authorized to. This week it took over 90 minutes to get a response from our recovery team's manager and another 30 after that to get someone from the recovery team to join the call.
Brah, be in the office, in person communication will solve all these issues in 30 seconds. I mean, everyone you work with is sitting right next to you in this global company, right?
Yeah because in a Sev1 situation, there is a literal bridge with a minimum of 5 people... usually more like 15-20. Aint nobody gonna answer your DM lol