One of my favourite programs was ‘Back to the Floor’ where owners and high level executives went back to the grass roots of their business to work with staff and customers to understand their business better and the day to day challenges that affect them. Now while my own company is too small for me to go back to the floor it is easy in modern work like to get consumed by planning and strategy and lose sight of what our day to day delivery looks like and the challenges customers face.
While returning from holiday I was greeted with the news that while scaffolding had been removed from my house, from a recent reroof, they not only knocked out my satellite dish but also my phone line. So I spent last weekend in the dark ages without mobile phone signal (as I use a booster and EE’s fabulous WifiCall technology), internet and television. Everything from listening to music (Spotify) or watching a film (Apple TV) was curtailed and I was focused instead to look for other forms of entertainment. While it sounds like I spend all my time in front of a screen the ability to bank, share photographs or do some research is reliant on a reliable and fast internet connection.
It did however give me an opportunity to test out our support team, the process BT Openreach now follow for booking engineers, and the list of issues with miscommunication with the engineers on the ground in actually fixing the problem. In the end it turns out it was a good thing that the scaffolders hit the line as it was actually broken in the cabinet as well.
What I always think about when I go through these processes is what my father would make of it. I am not saying he is a technophobe but in terms of industry jargon and feedback is it something he would be happy with would he have been able to get the same resolution. In the end it wasn’t as painful as I had expected, but it certainly could be better. Unfortunately a lot of that process might not change until the future of Openreach has been decided but there are certainly steps the industry can take to help the situation. For one thing our dependency on connectivity is at such a point that we certainly should be thinking about delivery in the same context of gas or electricity. I just hope enough people high up in our industry experience service as customers do rather than relying on their superior contacts or knowledge of the technicalities to mitigate them so we can drive forward with our need to improve.