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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We’re hiring a Juggler. No, we don’t need circus skills, but we do need somebody who can keep a lot of balls in the air.
Project Tin Can is generating an enormous amount of opportunity and we need somebody to help us keep moving it forward. The job involves bits of product management, project management, sales, marketing and entrepreneurship.
We’re also looking for one or two more developers.
Start here if you’re interested.
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I answer a lot of SCORM questions ranging from the basic to the extravagant, and I actually like it. A huge part of what I do is teaching about SCORM.
Sometimes, though, I get questions that make me laugh. Today, I feel like I need to share this one because it isn’t the first time I’ve gotten a question like this one.
What is Scorm Compliance?
OK, good question. I get this one a lot, so I have a sense of where it’s headed. My answer:
Is this what you’re looking for? The distinction between compliance and conformance? Or something more like this, a basic description of SCORM?
The response (slightly rephrased):
Yes both are good. There is a training specialist job interview question? ”Which of the following best describes your experience with Scorm Compliance?” (Then # years and months choice) So what does experience with Scorm Compliance mean in this context?
Let’s cut to the chase. The answer is none. You have no experience if you don’t know what it is.
Funny, yes. Uncommon? Not entirely. People think, or more accurately hope, that their products are SCORM conformant. Let me put it simply… if you haven’t tried, or worked at it, your product simply is not SCORM conformant, or IMS BLTI compliant, or AICC conformant. These things take effort. And so does acquiring SCORM experience as an individual.
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Looking for a few good (not-necessarily) men…again
Categories: Culture, Rustici Software
12 Aug 2011
We write about working here more often than we ever post that we’re hiring. Small company, only so many slots to fill, yada, yada, yada. Seriously, when you have a great place to work, who wants to leave?
So now’s your chance. We’re hiring. Developer types. All sizes. Bonus points if you can beat Tim at ping pong.
- Why you want to work here. (Well most of why. It doesn’t mention the cookies.)
- How to make it happen
- Some background on how we look at hiring.
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The morning started out like any other. David decided to unwrap a package of Orbit gum. We’ve been headed down a path toward implementing a bit of BLTI from IMS (Basic Learning Tools Interoperability), and so we have a copy of Dr. Chuck’s book on our island. (Dr. Chuck’s tattoo has been admired many times, but today, we noticed the back of the bookjacket.)
Well, we really started wondering why Chuck was yelling the whole time. We decided that we would take the opportunity to reenact this important moment. And if we were going to have that moment, we might as well video it, so that we could share it with you, instead of just the guy who rode by on his bike.
Enjoy.
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