I make a living selling technology. I’m passionate about the fact that technology is changing the world for the better, and I’m proud to say that I have a front row seat to watch tomorrow’s technology become today’s reality. Numbers don’t lie. When we survey XCM users each year after the busyness of tax season, we are thrilled to hear that our technology often saves our clients well over an hour a day per person. On the Xpitax side, without both scanning and Cloud technologies, this outsourcing model would be impossible. When you look at it that way, it’s hard to find anything to complain about as far as technology goes…or is it?
**Warning – I’m officially standing on my soapbox in my stilettos**
Let’s be real for a minute – who are we kidding? We all deal with technology trials and tribulations virtually every day. How often are you tempted to throw your iPhone across the room when you’ve dropped a call for the 3rd time in 10 minutes (not to mention that you were still talking for 2 minutes before realizing the like was dead)? Sure it’s great that you can book your airline reservations from the amazing little device, but sometime you just simply want to make a phone call. How about those web-based training sessions that you’re struggling to understand because you can only catch every third word of the presenter and his slide deck is moving about 28 seconds slower than his talk track? Why do we all just accept this as “normal” and go about our business pretending it isn’t a problem? It IS a problem, because it keeps us from concentrating on our main goal.
From my shoes, I see two main issues with technology:
- Technology isn’t fail-proof, so when looking to put your best foot forward, relying on it is risky
- There’s just no substitute for face time
As technology advances and enable us to have more access to information when & where we need it, typically as automated as we want it, we are able to be more productive as we adopt the “self-service” approach. I know I use this every day when it comes to tracking packages online, paying bills, booking travel arrangements, and numerous other areas of personal and professional life. The danger comes when this dependence on using technology takes over the desire to have human interaction, and foster relationships with clients, colleagues, and partners.
Video, web, and teleconferencing services are in surplus these days – and the ability to
connect with clients, prospects, and even friends and family via GoToMeeting, WebEx, or Skype can shrink the distance between two individuals. These technologies allow me to start a Friday morning on a team call with my colleagues around the country, to present Xpitax to a firm in Nevada in the early afternoon, and to meet with a local SoCal accounting firm and show XCM for Client Accounting Services all in the same day – all without leaving my “soffice” (Sofa+Office). But what do I give up by not being in person at these various meetings? And what happens when the technology I’m relying on lets me down?
I sat in a board room this past week at a very large accounting firm in the Midwest. While I made the effort to fly out and be on-site for the meeting, I relied on web telephone conferencing to include my President in the meeting with me. By the end of the meeting, we had reconnected the web conference twice, and redialed into the teleconference three times. Needless to say, the flaws in technology were not only distracting, but extremely stressful too.
The saving grace was my ability to interact with the group inside the room, to make eye contact, read body language, and even poke fun and make light of the frustrating technology failure. Thankfully, the meeting was still a success, but had I not been there in person, it might have had a different outcome.
As the world seems to move faster & faster each day, it’s so important that we do step back and remember that deep down, we all value personal interactions. Sure it’s easy to sit back and say that it’s more productive to conduct business from your comfy office chair…but don’t underestimate the power of a real handshake. Shortly after starting at XCM I had the opportunity to visit two prospects in New York – both were very busy, but agreed to my visit. I have no doubt that the relationships I started building that week will continue to be vital to the future success of these two clients. As I arrived home late that Friday afternoon, I had a voicemail from one of the firms I had met with. The message said something like “I wanted to call you and give you the good news – because you were the one who showed up at our office…”.
So don’t be afraid of a little TSA pat down – before you know it you’ll sporting premier hotel status and plenty of airline miles to boot…go out and build those relationships – maybe I’ll see you on the road (I’m the one with the bag full of shoes).