Who’s Your Genius?

In this day and age, I'm thinking "one click" or "one call" resolution should not be a pipe dream, right?! Ok, wishful thinking but here's the short story.

A couple of years ago, I was on site at a client location when their issued laptop suddenly went Kaput. I immediately contacted their help desk to get this resolved. Unfortunately, I was not successful that day. In fact, over the course of approximately one week, I spoke with the help desk twice, had two site support visits and my laptop was still not working correctly. Now what?!

Well, I thought to myself, what if I posted my laptop problem on my client's social networking site. I'm thinking, "what the heck, my laptop is down so let's go for it". To my astonishment, within 30 minutes, my client laptop was fully operational. I had three responses to my post in a matter of minutes. Turns out there were three geniuses available and they were not local to my "go to" network. These folks were global, one in Paris, another in New York, etc. I joked to these folks, "I wish there were an Apple Genius Bar at my current campus" and a quick reply from the Paris employee stated they have a genius bar at their site and that I should check it out the next time I'm visiting. I was there not long before this issue happened. Darn!! 

Here's my "punchline". Finding your "genius" to any problem or solution is just one click away.  While many organizations do not have a social network like Yammer that connects all, this group can offer similar results.

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