Hot List

by Michael Orshan
This is probably a different hot list than you were thinking. I just got back from Mexico. I got off the plane through a tarmac stairway. I looked at the people working on the gas lines, baggage, and traffic. They all had uniforms on. Today, in the US they kind of have uniforms on. These people were proud of the services they were providing and you could see it they way the walked, did their jobs and talked to each other.

What does this have to do with Microsystems? Well, it is my opinion that while micro and nanotechnologies are growing, many of the projects are within the hands of the science community. This community has never been known for their customer care techniques. I believe that might be one of the factors that are slowing the adaptation of tiny components. Am I telling tales out of school here? Probably not, uh?

Customer care is the act of informing clients of their risks, giving them their best solutions and implementing these. It also includes an open mind and the realization that there might be options you haven’t considered and the client may want to ask about these. It also includes investigating their requests even if these seem outside of the box. Who knows?

Okay, well I’m writing these short articles as reminders to people. I have absolutely no expectation of changing anyone, but if I can affect one day and one interaction, I’m okay with that.

So, to all the scientists out there, I’ll offer a simple customer care solution that has always worked for me. I call this the Hot List. Every week I put together a Hot List for every client. On this list are three, never more nor less, of things to be done during the week. I also give this list to the client because often they need to do something as well. I find this lowers project risk significantly, brings the client closer to the project and finishes the job on time.

Does anyone out there have any other customer care suggestions?