Here is an internal communication sent by our Managing Director to all Tower Systems team members last week in advance of wider release of a major POS software update. We share this here to show how internally we are committed to the quality and engaged customer services we promote in our marketing pitch:
The next two months will present us with many challenges and opportunities as our customers load and engage with 2.6. For many in the company you will face new experiences as this is the biggest update ever in the history of the Retailer product.
There will be people who blame things on the update that have nothing to do with the update.
Many will not read the instructions prior to loading the update.
Most will be nervous.
Plenty will be happy with what’s in the u0date and some will want more changes urgently.
Others will say their systems are slower as a result.
Some will realise that they need to upgrade their hardware.
Please actively listen to what people have to say, make sure they know you are listening to them – even if what they are saying has been said to you many times before by others. People calling about the update is what we are here for. We promise them we are not your average software company. We promise to listen to them and serve their needs. This is where your contact, each contact, is vital.
While Ben owns 2.6, it is on all of us to serve our customers as they install, learn and start to use 2.6. Their experience will depend on each of us. What they think about Tower Systems for the future will depend on each of us.
Thank you in advance for your commitment through what will be a busy and challenging time.
We are committed to providing an enjoyable experience for our customers. This email and the considerable training of our team which preceded it is further evidence of that commitment.