Customer Support in our Multi-Channel World

Customer Support in our Multi-Channel World

As technology evolves, it brings many more channels of communication. The days of helping one customer at a time over the phone are fast disappearing as the concept of faster, more dynamic multi-channel customer support becomes the norm. Is it still possible to service customers in all of your different channels and keep them happy? Here are some guidelines and practices for dealing with multi-channel customer service.

What is Multi-channel Customer Support?

Today, people have many different ways to contact customer service. The multi-channel support consists of telephone, email, live chat, and even social media. Customer support has reached new dimensions and with that, people expect immediate and round-the-clock resolution.

The challenge lies in figuring out which channels are most effective and which ones are the best to support. Some people with no social media presence may be reluctant to open a customer service dialog through Facebook, Twitter or even a live chat. Other more tech-savvy customers may actually prefer those venues. Plus, the mobility of smartphones and tablets allows customers to jump between their devices seamlessly, even further challenging companies to keep up service.

Benefits of Multi-Channel Support

Companies can save costs by deflecting the amount of one-on-one contact for customer service with the myriad self-service options that can be applied using multiple channels. The volume of personal attention is decreased, which opens the agent up to help more customers through other channels. In fact, companies with a strong online knowledge base saw a decline in the number of support tickets when using multi-channel support.

It also works to increase sales opportunities. With multiple ways for people to find and reach you, comes the many ways in which you can get your message or product to them. Being more available to customers in need builds better relationships and brand satisfaction. Utilizing social media for help and feedback gives companies great exposure, adding up to free word-of-mouth marketing.

Live chats are especially effective for businesses in getting to someone before they get frustrated or angry. Companies can track web customers and offer help in a way that isn’t invasive. This strategy has shown to increase sales and leave people with a better feeling about that particular brand.

How to Provide Optimum Multi-Channel Support

Customers expect businesses to offer multi-channel support and will be very vocal about the type of service they receive through the various venues. It is import for companies to build and connect support teams effectively to get the best benefits from all the channels. Understanding customer needs and directing requests to appropriate channels for self-service is an excellent way to resolve issues quickly.

Customers often use different channels for different tasks. They might buy something on a website, but look for support on social media. Businesses need to make sure the data they get on each customer travels to those various channels. A unified tool to monitor multiple channels ensures customers get attended to whether they are tweeting, chatting, or clicking on their digital shopping carts.

A balance is needed between human and self-service for customer support to truly be effective. Even while keeping all the channels open, people will still want to contact someone if they don’t get a resolution. This will be valuable in preventing dissatisfied customers from venting on social media about not getting answers.

Businesses are constantly facing the need for immediate options to address customer feedback, good and bad. Multi-channel customer support strategies can offer the ability to identify, receive, and resolve customer issues quickly, effectively, and more accurately. However, it is important to remember that simply having all the channels available does not guarantee success. How multi-channel support is utilized and to what extent is key. Companies need to build an engaging and positive customer experience through various channels in order to survive and compete. Good customer relationships will always remain as the most important business tool.

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Let There be Light: How the Right Lighting Affects your Service

Let There be Light: How the Right Lighting Affects your Service

Church services need to be enriching and fulfilling experiences. Setting the right ambience is crucial. How can this be achieved? By maintaining the right balance between the audio and visual attributes. Here we’ll discuss the impact of visual attributes, particularly lighting, in creating the perfect ambience for services in any HOWs.

Designing the right lighting for your service is a great way set the mood. There are several factors that help you make the right decision as you select lighting arrangements for the perfect service. Let’s discuss those factors.

Identify your subject

Before you plan lighting setups, you need to decide on your subject. Which part of your stage do you highlight the most? Once you decide, it is easy to plan your lighting to create the desired effect. Identifying the subject helps you capture your audience’s expressions and comprehend nuances. This way you capture their attention for the entire duration of the service.

Plan your Lighting Locations

After deciding on what you want to light up, it’s a good practice to divide the whole stage into strategic illumination points or zones. This way, you will be able to effectively manage your strategies for creating the lighting effects.

Power your lighting

To ensure that your subject creates amazing effects, you should have the necessary power to support your lighting. If your stage fixtures call for conventional setup, look for dimmable power. However, if it uses contemporary LED fixtures, you require strategic power distribution throughout the church. Make your lighting scalable by introducing additional power modules, using them as necessary.

Define Positions

It is best to identify and locate ideal positions to place your lighting to create the maximum effect. It’s advisable to identify a few additional locations. This caters to any last minute decisions regarding additional lighting.

Focus Your Light
For church service, focusing on the lead singer with a white front light is a great way to ensure they get the maximum focus. Washing the rest of the band in colored light creates a beautiful impact. If the service is in a large room, a two point lighting focus on the singers will greatly impact their performance. Two-point lighting is an excellent way to emphasize your subjects and create dimension. It avoids using too much light, providing subtleness to the performance.

Lighting Fixtures

Lighting fixtures are necessary tools to provide the right illumination. Ellipsoidal fixtures are often the preferred choice for front lighting. These have the unique ability to leave unwanted areas in darkness. At the same time, they provide even lighting along desired areas. LED PAR fixtures are an ideal choice for top and back lighting. Colored LED PAR fixtures that shine down on the pulpit help to set the mood for the service.

Stage lighting is a perfect way for you to deliver a fully engaging Church service experience. It is cost-effective and extremely flexible, and can completely overhaul a service or performance at short notice with no additional strain on your budget.

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VoIP+Video: Why it’s Tops for Startups and Small Business

VoIP Video Why it’s Tops for Startups and Small Business

Communication trends are constantly evolving and have been ever since man uttered his first words. With advancements in technology, particularly the Internet, the art of communicating has reached new horizons that we wouldn’t have imagined even a few decades ago, and VoIP is its latest star.

Though used primarily for verbal communication, VoIP or voice over IP (Internet Protocol), covers a whole host of other possibilities that distinguish it from standard telephones. Its integration with video is one functionality that makes it the perfect prerequisite for startups and small businesses.

Startup Challenges

Every business has challenges that it works to resolve through its technology. Small businesses and start-ups struggle with cost control and can’t always invest in an expensive infrastructure. To further rein in costs and attract and retain staff, many companies encourage working from home. VoIP technology affords the flexibility for staff to remotely receive and make business calls without added expense, which makes it an ideal solution for businesses who have a limited budget.

VoIP in Business

VoIP has become the choice in telephony for businesses because of its distinct advantages over the standard telephone lines. VoIP converts sounds vibrations in phone calls into data signals transmitted over the Internet. The biggest benefits to this tech-savvy approach is cost savings and phone portability. Businesses no longer have to pay for dedicated telephone lines and VoIP can work where ever there is Internet connectivity.

Businesses also benefit from the rich media services provided through VoIP video calls. Videoconferencing through VoIP allows your employees to have meetings from any location. This not only gives the staff flexibility, but also cuts down considerably on resources that can drain a startup. Eliminating travel costs associated with conferences, non-existent long distance phone charges, and the ease of use that makes VoIP efficient, are just a few of the ways that it saves businesses money and gives it the edge over traditional telephony.

VoIP Roadmap for Businesses

Many businesses are taking advantage of the benefits of VoIP technology. By the end of 2015 it is estimated that about 65 percent of businesses will replace traditional phone lines with VoIP. Providing mobility, VoIP ensures startups and small business can avoid extra expenses and overhead costs. Moreover, VoIP providers are introducing innovative ways for people to use the technology with their cell phones. This gives companies even more options and will make VoIP technology even more versatile for the changing workforce. There is predicted growth in business for VoIP providers of $88 billion. This is proof of the growing popularity of VoIP for businesses large and small.

Are you currently utilizing VoIP technology for your business? We would love to hear the reasons why you have chosen to integrate it.

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Telecommuting: The Future of Work

Telecommuting The Future of Work

Today, organizations are identifying smarter ways to be productive. Telecommuting, or remote working, is one such method. Changing business trends redefine work practices, building better relationships between employees and their organizations. Traditionally, not coming to the office has been just an excuse to be away from work. Today, it translates to being more productive. However, organizations need to equip their employees appropriately to assist them in delivering quality work.

Collaboration the Crucial Pillar in Telecommuting

The American Community Survey statistics reveals that the years between 2005 and 2012 saw a 79 percent increase in number of people working from home. Almost 34 percent of organizations at the Global Leadership Summit felt that by 2020 almost 50 percent their employees would be telecommuting. Moreover, research continues to show that people working from home are 13 percent more productive than people who come to the office. Compared to those who don’t telecommute, they devote close to 10 percent more time to work.

This leads to the question of collaboration. When you are not sitting in the same room, collaboration becomes essential to maintaining quality deliverables. Through telecommuting and using unified communications, employees have several login areas. It is essential that each login is seamless and provides an equally rich experience to each remote employee. Therefore, organizations need to be up to date on the latest collaboration tools in order to provide the right work environment.

Tools to Collaborate – Being on Top of Things

While Telecommuting has many benefits, it also has a downside. Most workers complain about being lonely and missing out on the typical “water-cooler” conversations.” It needs extreme self-discipline to get things up and running while working alone. For most senior level positions, it is crucial to be on top of things and effectively manage your team. Clearly, the need to implement effective tools is essential.

Collaboration tools need to provide the following:

  • Real time access
  • Multi-location reach
  • Centralized Content storing and sharing facility
  • Flexible Integration with other collaboration devices
  • Reporting functionality for updates on events and assignments

Technology needs to act as the link. It must firmly establish the collaborative model and ensure seamless functioning of physical and virtual offices.

Telecommuting Benefits

The advantages of telecommuting far outweigh its drawbacks. Let us take a look at some of these:

Lowers Costs

Telecommuting primarily entails working from home. Therefore, organizations save on overhead costs like electricity, janitor expenses, office supplies, beverage inventory, transport costs, and equipment usage.

Enhances Productivity
Telecommuting ensures a definite increase in productivity levels. As workers are free from office distractions, they are more focused on their work. They can turn out quality work faster.

Reduced Rate of Attrition
Telecommuting employees often report better job satisfaction. This leads to a lower attrition rate.

Changing external influences introduce new trends. These impact the global business scenario and redefine their perspectives. Telecommuting, with its gamut of cost and productivity benefits, appears to be the latest trend. It is the future of work practices for organizations across the globe. We must build our forces around it, ensuring optimum results.

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Is Online Customer Service Beating Face to Face?

Is Online Customer Service Beating Face to Face

The digital world has changed the way consumers make purchases today. With more people using smartphones and tablets, shopping online is quickly becoming the norm. In the US, online sales are expected to rise from $306.85 billion in 2014 to $349.20 billion in 2015, according to Centre for Retail Research. Not just purchasing, consumers are increasingly using the web to voice their opinions about a brand, and share their purchase experiences with online communities. Therefore, it’s imperative for brands to engage their customers online through positive brand experiences and better customer support throughout the entire purchase cycle. How are businesses measuring up?

According to new research by Dyn, more than two-thirds of retailers believe their customers get the best customer service online (either through website, mobile, or app). Only 25% of retailers believe that in-store customer services are the best.

However, the study reveals that over 57% of retailers think that most customers demand the same experiences in their online purchases that they receive when they make offline purchases. Yet, over 76% respondents agree that offline and online service experiences are inconsistent.

Are traditional customer service methods, such as face-to-face assistance, winning against online methods? Or is it the other way round?

Today, businesses are adopting an omnichannel approach to engaging customers. This seamless experience uses several interfaces including websites, mobile apps, social media, and/or live chat. Additionally, they are using those same channels to receive and respond to customer queries and feedback. While the telephone is still a major channel consumers choose to use when expressing concerns to a customer service rep, the growing popularity of social media and online chats with reps and customer assistants lead marketers to question the role face-to-face communication has in customer service.

Can businesses completely ignore the value of face-to-face?

No. The value of face-to-face is undeniable. Firstly, customers are looking to connect with brands in a more “human” way. Face-to-face allows companies to lend a personal touch to their customer communications. Secondly, texts, phone calls, or emails may not be the best way to communicate at certain times, particularly when resolving issues with an angry customer or while making a critical sales pitch.

Traditionally, businesses spend a lot of money sending their employees to visit customers. However, when resources are shrinking, arranging face-to-face meetings with customers is no longer a practical solution. With WebRTC-based web conferencing, face-to-face meetings are faster, easier to arrange, and more financially viable than ever. When face-to-face methods are utilized to communicate with customers, they are more likely to feel valued and develop a sense of loyalty for the brand.

The reality is that both virtual and face-to-face conversations offer strong benefits that enable brands to improve their customer service. While face-to-face helps brands form deeper and long-lasting business relationships with their customers, online services are quite sufficient for taking care of the customers’ grievances, questions, and concerns on an ongoing basis. Developing strategies to marry the benefits of both approaches is the only way to successfully compete in today’s customer-centric world.

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Neets Control Systems

 

Neets Control - EcHo PlusUS and Project Designer - Collage photo

Neets AV Control Systems operate on three core values – reliability, simplicity, and smart functionality. “They look smart, they work even smarter.” The objective of these AV control systems is to make needed operations transparent and smooth. With just a touch of a button, several functions can be performed at once. More importantly, users can easily understand what functions the buttons are designed to perform. At Neets, users are at the center of development and that can be seen in the resulting products. Any AV system, no matter how complex their use, can be connected to a Neets control system to simplify the functions.

What makes Neets Different from ‘Industry Giants’?

Consumer focused development and innovation are at the heart of this Danish private organization. Neets prides itself on being able to offer superior customer care and technical support unlike any other in the AV control systems industry. The demand for Neets AV control systems is huge across Europe. Their products are tailor-made to make any AV presentation uncomplicated. They are perfect in educational institutions, meeting- and video conferencing rooms, as well as other corporate environments.

Easy Installation, Configuration, and Usage

In just a few short minutes, Neets control systems can meet your AV controls demands and meet them head on! With quick mounting on standard receptacles, all Neets hardware modules are supported by amplifiers, switches, and relay boxes to streamline the installation process. Almost all of the connections are dependent on Phoenix-type screw terminals.

Neets control systems can be configured with Neets Project Designer Software, which is compatible with Windows OS. It’s intuitive graphic interface aids in the configuration process and you add functionality just by drag ´n drop to buttons. In addition, the user can configure other rooms based on similar controls by simply copying and pasting the configuration project. These are simple tasks that can be done in only a few seconds, with very little frustration.

Time is money and with Neets every second counts. Every second lost is equivalent to resources wasted in prep time. A LAN, RS-232 or a front-panel USB port can be used to upload projects from your computer. Depending on the layer of functionality that needs to be accessed, the control systems are designed to be automatic or controlled by the consumer from either buttons or standard iOS or Android touch devices.

Neets Control Systems – Simplicity Redefined

Neets product range provides dynamic solutions for end-users:

  • Neets Control – QueBec II/III offers an automatic projector to be used in classrooms or meeting rooms. It has the ability to be configured with a projector allowing for control of its functions as well as the ability to trigger external devices.
  • Neets Control – EcHo is certainly an intuitive AV control system that you can rely for a smooth, remote control free presentations.
  • Neets Control – EcHo Plus provides a larger networked version of EcHo and is a cost-effective solution if you need AV Systems in more than one room as it includes Remote Monitoring from one central computer.
  • Neets Control – SieRRa II with touch control is perfect for wall panel or mobile devices, and is designed for intuitive control of touch device based installations. SieRRa II are compatible with iOS and Android operating platforms.
  • Neets Control – AlFa II has been designed with the goal of integrating video conferencing systems in just one touch.
  • Neets Control – DelTa is the complete meeting room solution for AV controls in auditoriums and large conferencing facilities. With its built-in audio mixer, light- and AV control, you can use either a mobile device or a web browser to establish control.

The versatility of AV control systems, coupled with the simplicity and flexibility of operations and a steady focus on designing customer-driven products has rewarded Neets with survival and growth, in this heavily competitive industry

Which one of Neets control systems would be most useful in your business? How can Neets help you with your AV presentation needs? Click here for more information.

 

 

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Have You Asked for that Referral Lately?

Have You Asked for that Referral Lately

Referrals are the holy grail of sales. According to a New York Times report, 65 percent of business comes from referrals.

Today, we live in a connected world where we prefer to buy from businesses we know and trust rather than unfamiliar companies. Surveys and studies prove that people are more influenced by recommendations from friends or social contacts than by generic ads and pushy sales pitches. Are businesses taking advantage of this social trend? Are we asking our best customers for referrals to help us gain more customers?

You might feel apprehensive, but asking for referrals plays a major role in determining your success. Why?

  • Your happy clients are more likely to buy from you.
  • By speaking highly of you to their social connections, they aid in word-of-mouth marketing.

Most importantly, they do this without charging a single dime. If you’ve built a happy clientele, there is no reason for you not to ask for a referral. Unfortunately, many businesses fail to leverage the power of the referral system and ignore this potential boost to their revenue.

If you are wondering how to ask for that referral, we have a few suggestions.

When to Ask for a Referral

Understanding the best time to ask for a referral is key to actually getting it. It’s counterproductive to ask an unhappy customer with unresolved issues for a business referral. You first need to resolve the issue and win back their confidence before you even utter the word ‘referral’.

Also, it is important to remember the highest rates of referrals come from ongoing working relationships with your clients. For example, a person who is shopping for cars is also aware of others in their social and professional contacts looking for the same product; they can direct you to qualified leads.

A few major points to remember when asking for referrals:

  • While it is totally acceptable to ask for referrals through a phone call or an email, it is better done face-to-face.
  • Avoid asking for a referral when you’re presenting a bill.
  • Do not feel shy to ask for referrals; the more you ask, the more you’ll get.

The Right Way to Ask Your Customers

Now that you know ‘whom’ to ask for referrals, it’s time to focus on the more challenging ‘how’. There is lots of advice available online, but, from the very beginning, it is imperative to focus your sales process in this direction. Put forward your best possible customer service and make sure consumers are fully satisfied with your services and sales process.

Once you are sure, ask them if they know anyone having similar issues, places where you could provide helpful service. Always remember that the person at the receiving end of the communication chain is listening and will relay how genuine you sound in your approach.

Give Them a Reason to Refer Your Business

Why should a customer care about giving you business referrals?

They won’t…unless you give them a reason. Give them your best service and make them feel valued. Quality products, backed by exceptional customer service, are your best bet to exceed their expectations and win their confidence. Besides, you need to work on your interpersonal relationships with your clients and encourage your employees to do the same.

These factors correlate with word-of-mouth marketing significantly. Your secret weapon to win referrals should be efficiency, good service, and empathy; this leads to your customers trusting your brand and wanting to help you. Finally, remember that you need to outdo your client’s expectations before you can ask them to bring you their network of peers.

When it comes to referrals, there is no good time. Make sure you win over your customers’ confidence and outdo their expectations before asking for a referral. At the same time, understand that nothing happens overnight; referrals take time to percolate. It requires strategic planning incorporated in your sales process from the very beginning. However, it’s never too late to formalize a referral process for your business. If you haven’t been asking for that referral, go ahead and ask for it!

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USB AV is here / How Evolved Organizations Communicate?

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Do you get these request like I do often from customers?  We use a PC based conferencing product (GoToMeeting, Lync, Spontania, etc.) in our conference rooms and huddle spaces, but a typical laptop computer or pod phone cannot cover all the participants for our audio needs.  What can we do?  Read here how 2 simple USB AV solutions help make it happen.

Starin is now defining itself as a Communications Company.  To that, my most recent blog explores… One of the biggest sticking points for many businesses is that they are too stubborn to give up on the channels that they prefer, or channels that have worked for them in the past even when there is a better alternative available. The riskiest phrase in business is, ‘We’ve always done it that way.’”

There are a couple really nice solutions to these problems, both involving low cost USB products. Frankly, I do not think either of these products get the attention they deserve as they solve some everyday needs. But at the end of the day, if you need to feed audio into your PC, these products become the hero of the system.

The first product is a low cost accessory from Revolabs called the FLX USB Connector Audio Kit (01‐USBAUD35‐KI). This has always been one of Revolabs best kept secrets in my opinion at an MSRP of $59. This products allows you to take a few of the Revolabs wireless microphone systems and feed them into a computer via the USB input.

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Recently, one of my customers was designing a system where they needed both voice lift in the room for the presenter and also needed to feed his audio into the PC for the webinar portion.

We easily solved the problem by using Revolabs Dual HD System (02-HDDUAL-NM) and using the Revolabs USB Audio Kit. We outfitted the presenter with an Electro-Voice dynamic handheld mic and the Revolabs HD XLR adapter. My customer used one of the outputs for their sound system for the voice lift portion and used the second output with the USB Audio kit and fed that to his PC. What seemed like a head scratcher at first was easily solved using minimal equipment

So how about those larger rooms where web meetings are becoming more and more popular? Our friends at ClearOne have you covered. Again, these are products that in my opinion are not talked about enough. ClearOne has two solutions which covers their lines of DSP/Echo Cancellation. These are simple accessory products that bring together a fully installed system with PC based conferencing – the Interact Communication Interface Box (#910-154-030) & the Converge USB Box (#910-151-806) shown below.

18i68vOBoth of these products allow the end-user to bridge the gap between a fully installed audio conferencing system and PC based conferencing systems. So now when a person comes in the room and wants to use his PC to host an online meeting, they can simply plug into one of these USB interfaces and now take advantage of all of the microphones in the room so everyone is heard clearly on the far end. Furthermore, they can also bridge the web based call with an analog or VOIP via the ClearOne DSP and USB box. Both of these product from ClearOne are under $500 MSRP.

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Technology is in the Background, but it’s the Key to Communication

Technology is in the Background, but it’s the Key to Communication

The commercial integration industry is largely driven by technology. While we sell technology products, we are actually enablers of communication. Therefore, it is imperative that market leaders choose products and build solutions with the goal to facilitate better communication in businesses as communication remains today’s most important skill.

Technological innovations help businesses to expand efficiently and quickly. With video conferencing, VoIP, virtual office technology, and social networks, businesses remove the workplace boundaries that once limited their expansion. Today, companies can target a larger customer base by improving their internal and external communications.

Improved Business Communication

There are numerous ways that business technology improves workplace communication. Employees are no longer limited to inter-office mail or phone calls to interact with other departments/associates or customers. Today, there are multiple channels through which businesses can (almost instantly) interact with clients and partners.

Smartphones and other mobile technologies, for example, have changed greatly the way we interact. The result is increased productivity. The same goes for teleconferencing and video conferencing. Innovative AV technology backed by high-speed data connections make virtual meetings a popular tool for corporate growth, and saves substantial amounts of time and money otherwise spent on business traveling. Today, businesses are using communal data-sharing platforms and virtual whiteboards to interact with remote users as if they are all sitting around the same table. Combined, this helps make the virtual workplace a reality.

And conference rooms are still evolving, thanks to telepresence technology. With the latest generation of video conferencing systems, you can bring both sophistication and accuracy in terms of audio and image quality. They also score high in terms of affordability.

Mobile usage, whether smartphones, tablets or laptops, is changing the way organizations conduct business. Mobile not only exponentially improves productivity but also allows workers to have flexible working arrangements, and flexible hours. “Punching the clock,” 9 to 5, is starting to be seen as a relic from another era. These innovations in business technology help increase efficiency and employee loyalty.

Another way in which technology drives business communication is the way we digitally store and record information. Image scanning, for example, already replaces fax machines as a reliable way to convert paperwork into digital files to be stored and shared through remotely or on the cloud.

In comparison to older business technologies, the latest business communication technologies offer innovative features at affordable rates, along with seamless data transferal between locations. It is no surprise why more and more businesses are replacing their telecommunications systems with VoIP systems.

Remember, technology is not simply convenient, but allows us to communicate faster and more effectively, which is a win/win for business.

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Failure Happens: How to help your Team Recover from a big Blunder

Failure Happens How to help your Team Recover from a big Blunder

You are in the middle of an important video conference or board meeting. You have the best AV system in place to support your speech. You are addressing a group of people who include top management as well as several members of your own team. They are all eagerly looking at you, hoping for a great presentation — and then your system fails. The next slide on the screen refuses to load. Or your video presentation won’t play. Or worse, your global conference call that took months to set up with everyone’s busy schedules and time zone considerations just…disconnects. You hear murmurs rising up and start to panic, wondering how to take control of the situation.

Have you faced this kind of situation before? A big fail? It is not easy to keep your cool, and getting back on track can be extremely difficult, even after you find and fix the problem. If you are one of the lucky ones who hasn’t faced this kind of tech-blunder, keep reading. It’s better to be safe than sorry. Mistakes happen, but what matters is having the courage to rise out of the situation. Technology is supposed to make our lives simpler and communications easier, but all of us who use it daily know that is not always the case. Technology can fail at the flip of a switch, and it usually happens at the most inopportune times, sending you back into the dark ages, and forcing you to think fast to get yourself and your team out of an embarrassing situation.

Moving Ahead

How would you have saved the above scenarios? It could be simple. Be prepared with hard copies, which and distribute to attendees. If it’s a video collaboration, you could let everyone know you will be e-mailing the presentation to them as soon as possible. Decide to continue the call with just audio, or from memory. The important thing is to continue communicating. Most people understand that mistakes happen, and most have been through them before.

Analyze without Emotions

A technical downfall certainly won’t contribute to your highlight reel, but after you address the immediate concerns, it’s important to keep your team’s spirits up. If you are the one in charge, it may be tempting to blame somebody. This is not the right approach to take, though. As a leader, you would be setting a terrible example for your team by not dealing with the problem in a calm manner. Therefore, the first step in dealing with these types of blunders is to analyze the situation, and leave emotions out of the equation.

Bolstering Team-Spirit

It is important that your team knows a technical blunder is not the end of the world. Of course, that doesn’t mean that you should sugarcoat the entire incident. What you need to do is tell your team the facts of the error and be clear about what happened. Give them time to understand what went wrong and discuss what they could have done to avoid it. Make sure everyone involved has learned something from the occurrence, and that they are better prepared to handle it, should it ever happen again.

Don’t brood over the issue for hours and days. Start a new day with a new approach. Lighten the mood by discussing something off topic and try to incorporate a little humor into the discussion to shift the mood.

Collaboration and discussion can help you avoid greater blunders in the future. Remember it is important to focus on the solutions and not on the problems. Great leaders know failure happens, and they use it as an opportunity for growth and learning.

Has something like this happened to you? What was the most difficult part of getting through the incident? What would you have done differently? We would love to hear your stories.

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