BRB Policy Explained
In the world of off-shoring, TRUST is a major factor in keeping clients and getting new clients. Most US companies that have tried offshore tell us the same thing, we never had any idea of what our developer was doing, communication was terrible, and we had no way of keeping track of our projects.
In order to build TRUST we have to be TRANSPARENT to our clients. We hide nothing in this company from a client. We show everything we do, at anytime to them, so they get the feeling that you are just a regular employee working inside their own building. My main goal is to erase everything negative about off-shoring in this company, so clients TRUST us and stay with us for a long LONG time. Again, this goes back to the stability that everyone desires in a company.
Something as simple as BRB is a HUGE factor in gaining TRUST with a client. Example: Let’s say you leave your seat for 5 minutes and did NOT write BRB. Your client comes and asks a question, and there is no response from you. That client is going to sit there and wonder, “How long as he been gone? Am I getting ripped off? As he been gone for an hour?” Worse yet, an AE or TL has to say, “Hold on client, let me try to find your developer?” This shows that our AE and TL’s don’t know anything and makes them look stupid. It creates unnecessary worry in our client’s minds about where their dev is.
If the dev would have written BRB – Getting water… Then the client would come online and see that message and just wait a few minutes. No harm done.
EXAMPLES OF GOOD BRB STATEMENTS:
BRB – Going for water.
BRB – Going to the washroom.
BRB – Quick meeting with my Team Leader.
BRB – Quick meeting with HR Manager.
When you come back to your seat MAKE SURE TO SAY “I’m back.” This way the client knows that you didn’t go for water and never came back. Again, it’s all about building and maintaining trust between you and your paying client.
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