How do I manage expectations with technical issues?

Introduction

When working with technology, it is inevitable that you will experience technical issues so it is important that all staff members have a good understanding of how technical issues affect the day-to-day operations of the site so that everyone is on the same page working towards the same goal.

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On this page:

  Managing staff expectations

  Managing customer expectations

  Managing Zero Latency HQ’s expectations

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Managing staff expectations

Hardware maintenance starts with your customers which means that those who work directly with them, such as your Game Masters and Team Leaders, are responsible for how the hardware is treated.

By implementing and managing reliable working habits in the team, you will prevent unnecessary damage to your hardware. These include:

• Always have a Game Master assist the customer with the suit up process
• Ensure the batteries are being placed in the equipment correctly and no extreme force is used
• Ensure that customers do not leave the equipment hanging incorrectly as this can cause damage
• Ensure that customers do not run, jump or lie in-game
• Ensure that customers do not place the controller between their legs as it can damage the tracker
• Ensure that cables are properly managed and not tangled
• Ensure that the hooks for the hardware is installed correctly so that the equipment is not being scratched or damaged against the wall

These practices will set you up for success because they will reduce the number of hardware tagged out, tickets submitted to HP and Zero Latency and issues that occur mid-game.

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Managing customer expectations

Technology can be temperamental which means that there might be technical issues mid-game. If this happens, provide your team with the correct training on how to manage customer expectations. For example:

• Train customers to communicate problems if there is something wrong mid-game such as no sound
• Train your team on how to communicate with customers if there are going to be significant delays

If you and your team can manage customer expectations when it comes to technical issues, they will be more understanding if an issue occurs. It will also give customers insight into how your cutting edge technology works and create a sense of appreciation for what the company is achieving. 

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Managing Zero Latency HQ’s expectations

Remember that our team at Zero Latency Head Office can only help you if we know that there is a problem. If you are experiencing technical issues with your hardware and cannot fix the issue with the knowledge base article, have a question, would like recommendations or feedback, or simply want to ensure that you are following the correct processes, please submit a ticket.

The earlier you engage with us, the earlier we can work together to fix the issue. The worst issue that can happen is that you do not have sufficient hardware available which will prevent you from operating at full capacity and therefore lose revenue. We want to avoid that at all costs so please log a ticket.

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Article Keywords/Phrases: 

Hardware expectations
Technical issues expectations