A few months ago, we asked our support staff (which is made up of project managers, and developers, and others) to focus on one word: delight. Ultimately, we feel like making customers happy is the most important thing we can do as a company. So we reminded the crew that delight was important, and encouraged them to find a way to watch that.
Through our help desk software, we’re able to ask our customers how we’re doing as we close out tickets. This was an interruption that we didn’t want to impose on our customers, but it’s pretty light, and it’s pretty important, so we went ahead with it. The data from this feedback shows up on our big board in our gathering room constantly. In a competitive office (OK, I’m competitive), scoreboards help us know how we’re doing.
Of late, I’ve heard a few of the folks who work on support walking around muttering about “getting one more happy face”. Why the muttering?
This is our scoreboard. Every time someone answers the question, “How did we do?” it adds a new face to the top of the queue, and pushes one off the bottom. And now you, too, can see why the obsession is cranked up right now. The team is on the verge of pushing their approval rating from 98% to 99%.
Speaking generally, SCORM professionals are probably as beloved as say, tax professionals. People don’t usually get happy about SCORM. But our support crew (which includes most of the people who work here in one way or another) is killing it.
So, thanks to Joe, and Jena, and Troy, and the Thomases, and all of the other folks who work with tickets for being obsessed enough to push from 98% to 99%, even though 98% would be good enough. Thanks for being delightful.
Oh, and thanks to the 100 people who have rated our support since my last ticket was rated. The blame for keeping us at 97% for a while was crushing me. 
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Scooping up SCORM Driver for free since 2012
Categories: AICC, Ideas and Thoughts, Rustici Software, SCORM, SCORM Driver
12 Apr 2012
When it comes to getting something for free, I’ll do just about anything. Last summer, we had a new ice cream store open in East Nashville. The night before they “officially” opened, they were offering free ice cream. I stood in line for close to 2 hours in 90 plus degree weather in June for two scoops of ice cream. It was by far the most delectable ice cream I had ever eaten, but ice cream none the less. You may think that’s a bit extreme but I like to think of it as getting a good deal. Helps me sleep at night, anyways.
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Birthdays are fun around Rustici Software. We all get ice cream- and not just a scoop from a big bucket of vanilla or chocolate. Each person gets to order their very own combination from Cold Stone Creamery (shameless product placement for free ice cream). Given the choice, we each end up with a cup custom made just for each of us. Whether it’s Mike’s Cookie Doughn’t You Want Some™ with Cake Batter ice cream, or Jena’s choice (which usually entails her picking out some of the toppings she ordered), it’s a personalized cup that has the flavors and toppings for each taste.
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The Rustici Test Kitchen
Categories: Ideas and Thoughts, Rustici Software, SCORM Cloud, Uncategorized
6 Feb 2012
A few days ago, a Pyrex dish filled with orange-chocolate chip cookies arrived in our office. In our world, a Pyrex dish means one thing: we’ve been graced with treats from Tim’s wife. As we sampled the offerings, Tim told us about his wife’s new endeavor. She was turning their kitchen into a test kitchen and would repeat a recipe until she had made it better and simplified the process. Her treats don’t last long in the office, so unfortunately we can’t share with you.
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What we learned from the 1/11/12 SCORM Cloud outage
Categories: SCORM Cloud, SCORM Cloud
12 Jan 2012
When SCORM Cloud outages happen, we drop everything until service is restored. A few of us go into “let the world know that we’re working on it” mode, and the SCORM Cloud developers glue their eyes to their screens and wrists to their desks until the outage is resolved. That’s what happened yesterday.
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