Vive la transformation!
Posted on March 2, 2009
Filed Under Managing Client Relations
I like reason and humour. And when faced with sentimentality or other emotions that make me uncomfortable I default to flippancy and irreverence. I’m not saying this is a good thing, It’s just a fair warning that you have to buy me a drink before you can get mushy with me.
And then along came Dave, Virtual Dave that is. He has an emotional, take it higher piece that actually made me sit a little straighter in my seat, and perhaps I even felt a small hint of what sports fans feel when their national anthem is being belted out. Well, I’m just guessing at that, but during Casablanca’s anthem duel I did feel proud to be Free French, so maybe I kind of get it.
Dave makes some really valid points about knowledge being dynamic. It only exists when people use it - it does not exist in records. Only code exists in records. He also talks about engagement and conversation theory. If we could get a handle on these two complimentary concepts our understanding of customer service would be seriously enhanced. We would no longer claim excellent service because we said good morning and pointed out the due date. We would claim excellent service because we were part of a transformational process.
See how riled up Dave got me. Anyhow he wants to get the rest of you riled up too. Dave says,
And those among us, those who can’t see their own self-worth - those who would define the value of libraries in things that can be recorded? We must first take care to hear them, and to show them the power and value within themselves. If they cannot, or will not see it? Then we must move on and leave them behind.
And if Dave didn’t get you going try this.
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