Is it safe to assume many of us wouldn’t have guessed we’d still be dealing with the repercussions of COVID nine months later? I believe this is the third or fourth time I have written something around it in this blog. And to think of the impact this virus has had on pretty much everything including businesses both small and large and across every industry…it’s unreal. I live in Chicago and we have had several long-standing bars and restaurants go under as a result. Places like Lawry’s The Prime Rib which opened 46 years ago and is expected to permanently close at the end of 2020. Or, Southport Lanes whose building was built in 1900, turned into a bowling alley in 1918 and added a speakeasy in 1922. The list goes on. These were staples in my city that are, or soon will be, no longer.
While many working in Government or Public Safety will likely not have to worry about a shutdown, I have heard from several of those that are Genesis customers that their previously planned 2020 projects have either been put on hold or worse, are off the table altogether as funding has either been suspended or reallocated. It’s, for this reason, I thought I would revisit the Genesis Grant Assistance Program (GAP) we introduced on May 1st of this year. My hope is by doing so customers who are interested in any of our Genesis products may have a shot at resurrecting the opportunity to take advantage of what our software offers to Radio System Managers or Dispatch Operators, for example, because they were able to secure the funding they needed.
You either have what it takes to be a 911 Dispatcher or you don’t. There really isn’t a middle ground, but I don’t have to tell this to the vast majority of you reading this blog…you live it. That said, for the “non-dispatcher types” (like me) it doesn’t take rocket science to appreciate the mental and emotional strain these extraordinary people deal with every time they put on their headset and start their shift. As a matter of fact, the public is so fascinated with the dispatcher environment and how they are able to do what they do, they created a Prime Time TV docudrama on ABC called “Emergency Call”, which shares “the moments leading up to the arrival of help”.
Speaking of those “moments”, when you think about the types of decisions dispatchers have to make per call multiplied by the number of calls they handle per day it’s kind of unbelievable. I read a statistic that the average number of calls answered on a busy day is between 300 – 500 PER DISPATCHER…WOW! With that in mind, imagine needing to ask them to remember the specifics about each and every one of those calls days, weeks, even months later; talk about impossible. Not to mention, would you want to relive some of those more emotionally charged moments? It’s bad enough they aren’t able to find out if the person on the other end had a happy ending or not in some cases.
Unfortunately though gathering details about an incident is unavoidable. Sometimes those details are needed for litigation purposes, or to find out why a route was chosen or a response time fell outside of a defined metric. Perhaps they are required to simply share best practices to improve the efficiency of their operations. The good news is Genesis PULSE® has a way to gather that necessary information and possibly alleviate having to involve the dispatcher at all. and help to preserve their overall morale.
If you read my last blog post you now know one of the main reasons our customers love GenWatch3® is the reporting capabilities; the range of analysis options, the level of granularity, the historical trending. This realization is very exciting to us, and timely, because (insert drum roll sound here) we are about to take our reporting up a notch. It’s going to be even easier and quicker to identify what’s going on in your radio system.
I gave a sneak peek of what’s to come on the October 30-Minute Thursday webinar, but if you were not able to attend the live session don’t fret, you can always download the recording and watch it when you have a moment. And. you are in luck because it just so happens you are going to get the cliff notes version of that webinar right now.
Has your “webinar watching” increased this year? Mine sure has. Fortunately, some of the sessions I’ve participated in have actually been pretty beneficial. In part, they have made me rethink how I can be more effective in my current role and a better all-around partner/advocate.
One such webinar was pretty direct stating, “most Sales Representatives don’t truly know why their customers actually bought their product,” and then continued to say, “Salespeople don’t talk to customers, they talk to prospects.” Hard words to hear, yet it forced me to act. I took this new insight to the rest of my team and decided to take the presenter’s advice. We interviewed 40 of our top customers; the very organizations that have invested in Genesis and are actively using our software; GenWatch3® and GW3-TRBO®.
The webinar suggested we ask a series of questions in order to really tap into how Genesis is perceived in the market:
- How would the customer describe either GenWatch or GW3-TRBO? What would they tell others the product did?
- Why did they actually purchase GenWatch or GW3-TRBO?
- What problems did they hope to solve?
- What’s gotten better since they made their purchase?
Rather than do an online survey, we took to the phones to get their direct and candid feedback. Here is what they had to say…