Wish #6021 - use ALTERNATE methods to communicate known problems

Sorry - this is a little disjointed -- written during a known problem today ( Monday Jan 11 at 9:50 am )

One of my first encounters with John Chachere (at the time J-Con help desk manager) was to request e-mail as an option for help problems.  Soon after that it Was Joe Zucchero and Rick Young for the use of Message Boards for help desk problems ....

Take this example of 'what in the hell just happened' ...  some stores including my 3 stores - and three other local CQ jobbers all had issues with the master computer not hooking up -- so of course the help line is FLOODED ... and no 'recorded message to help ....

LOOK --we need to have ALL of the following as an option

1) in times of trouble - send any store on file a quick e-mail to inform them of the trouble - use broadcast e-mail.

2) get a message board - post the known problem on the message board and keep the data up to date

3) look at the NEW ways I never mentioned previously --as they where not yet invented --TWITTER the damm problems.  Or text message on phones so equiped.

Our stores are loosing much valuable time trying to Figure out where the problem lay - and without the help desk we are in the dark ... lets use better communication tools to tell us WHAT IS HAPPENING

Note every store will have the knowledge to use some of the above tools - but enough will - and these are the stores that PRODUCE the sales ... the slower to learn stores will pick it up quick enough when they see the benefits of knowing.

Lets do REVIEWS of known problems and see how we can improve the fix and the communication during the problem -- BUILD our confidence in the process

as a PS --when we have a known problem with our master computer --we need to make an assessment of the issue and notify our best electronic WEB-LINK customers - since their orders will not process - a huge issue in our battle to give them the best customer service we can.  See this link here

a follow up PS -- here is link on how to help this problem the NEXT TIME ....solve this problem the easier way next time - click here