Over recent weeks, I’ve been having dealings with a number of companies I don’t usually deal with. There’s probably more on those to come, once the issues are sorted, but what’s struck me initially is just how ill-prepared they are for anything going wrong.
I’m not talking (necessarily) at the whole ‘disaster recovery’ level, where the business will die if it doesn’t have backups and a spare data-suite etc. hanging around on the off-chance. This is more at the customer level, but (to my mind) no less important for all that.
In three different cases over the last couple of months, I’ve been promised call-backs from various people, all of which haven’t happened. The excuses differ, but basically come down to “the person who organised that was away and no-one else knew anything about it“. Now, I get it, stuff happens: people go on leave, get ill, or change jobs. (And sometimes all three) But that lack of handover, lack of communication, lack of back-up procedures and so on, is a worry.
What would have happened if – for example – I were a customer, wanting a quote or whatever, and expecting a response that doesn’t happen? Or when complaints are waiting to be handled, because the only person who knows about it has chuffed off somewhere?
For my own business and work, I make sure my end client always has access to a copy of the stuff I’m writing and doing. They get to see what’s changed, and can see that work’s being done, even if not necessarily the details and the ins-and-outs of the code. But they have access – so that if I get hit by a bus tomorrow, or go off with some kind of long-term illness (or any of the other options) then they can carry on. I don’t kill their businesses by being unwell, or dying.
In this age of technology, it’s not even that difficult. Calendars and emails can be shared, and accessed by colleagues (assuming the procedures are in place) when the owners are away. Out-of-office notifications can be set at the server level by IT if they’re made aware someone’s long-term ill etc., and emails can be auto-forwarded to someone else if the original person leaves.
It’s not at all difficult – but it still seems to be too much effort for any number of companies and organisations to set up. Lowest common denominators, and all that.