Here at the University of Southern Maine we have worked hard to create new space. The computer lab and the information technology support folks are here. We have been working well as a team and our numbers are up, way up. But what's next? What will set us apart and move us forward? There are already signs of stagnation. People are falling back into the old model where the "patron" comes to us and stands before the counter or desk until we notice and grant an audience. They humbly ask for assistance and...we might grant it with a smile or we might grunt and point them in some direction.
I believe in another way. We must go to where the customer is. This can be nothing more than actually getting up and leaving our seats. Go to the computer station where the individual is working and see what they are doing. It's a waste of time to quiz them for five minutes as they stand before you when you can actually witness their work. If they need to speak with someone else then escort them to that person and introduce them, at the same time cuing your coworker to what the question is.
Discussion? Ideas? I am a brand new blogger. This is my first topic.
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