Hi again everyone!
I guess now that the Pulse Conference in sunny Las Vegas (a welcome change from the sub-freezing chill of New England's late winter) has come and gone, it's a good time to look back on my experiences from the demo floor.
As usual (and luckily hahha) my experience was an extremely positive one. Conferences like Pulse give the client as well as the support engineer an opportunity to meet face to face. This is always good because it gives me a chance to meet clients that I've spoken to over the phone or through email for years but never met in person. I think this is a huge benefit to both parties because now a genuine relationship has been forged. When you can look someone in the eye and shake their hand it
goes a long way.
One of my favorite questions that I inevitably will receive from one or many of the attendees, whether it be an IBMer or a client that has never been exposed to Maximo, is "What does Maximo do?". If you've ever been to a conference like Pulse you know that this kind of question is very likely to come up....and one that believe it or not is very welcomed. Some people might shy away from a question like this, but not me, I look at it as an opportunity rather than an ordeal. This gives you the opportunity to show the client what's under the hood and how the product's functions can benefit his or her business. I usually follow-up THE question with a question of my own....."What does
your company do?". This helps me to determine the "what" in "What does Maximo do?". When I do determine what parts are relevant and tailor the "what" to that client's business, they're usually impressed with what the product can do and leave with smiles on their faces. This makes it all worth it. It's a total win all around. I was lucky enough to have this scenario play out several times throughout the week.
Aside from those "what" questions, there's always people who want to discuss existing PMRs/APARs or something that they're seeing that they believe is a bug. These types of interactions can sometimes be difficult because in the case of a PMR, I don't know the history of the issue with this specific client. In those cases I try to work with them in the same way I might if I received a new PMR by asking questions that might lead us to some sort of solution or at the very least decide that we need
to get development or a product architect involved. In most cases the client appreciates the opportunity to have some face to face time to work on their issue and in the end might get to a solution faster because of it. I was also lucky enough to talk with many business partners who are looking to expand the functionality of our products and
enhance the client user experience. This is cool because you sort of get a behind the scenes look at things that might not be out there yet but are on the horizon.
From my perspective, the opportunity to work with clients in this way is really a privilege and an honor. I think anyone that has been involved with customer support at any level would benefit hugely from this experience and I urge you to not pass up the opportunity if it's there. Conferences like Pulse really help us to understand why we do what do....
Until next time.....thanks for reading and be safe out there!