In the Trenches: Setting Priorities
In my previous posts, I’ve talked about a lot of issues at Cranky Concierge that need to be resolved. Three that immediately come to mind are finding a new phone service, choosing a better email provider, and deploying a more robust customer relationship management system. I’ve made some progress on each one, but not nearly as much as I’d like.
So it’s time to make my efforts more effective by getting organized, setting priorities, and attacking the problems one at a time.
First, I’m going to work on the email issue. Most of our work is done via email, so this is the most important action item right now. I’ve already identified the new provider, but now I need to take the necessary steps to make the switch. This shouldn’t be hard, but it does require me to block a couple days off so I can back things up, set up the new system, create new email accounts, and then get everyone switched over.
After that, updating our customer relationship management system comes next. As I look to hire another employee and grow the business, it’s going to be important to have a more robust system than the rudimentary one we’re currently using. This will need to happen sooner rather than later.
Despite my rants against my phone provider, the task of finding a new one ranks third. I had no choice but to rebuild our custom call routing settings that the company erased during its “upgrade,” because I couldn’t switch to another service immediately.
So, although I don’t like that I’m still paying a company that utterly disregarded our needs as a customer, the system works well enough for now.
Although this plan of attack makes sense at the moment, I suspect other issues will pop up. To be most effective, I’ll just have to keep remembering to reset my priorities instead of trying to do everything at once!
Brett Snyder is President and Chief Airline Dork of Cranky Concierge air travel assistance. Snyder previously worked for several airlines, including America West and United, before leaving to create a travel search site for PriceGrabber.com. Snyder did his undergrad at George Washington and earned his MBA from Stanford.