In 1999, the Matrix, a science fiction action film depicted “a future in which reality as perceived by most humans is actually a simulation…” (Wikipedia) The Matrix planted seeds in our heads, prompting us to ask ourselves,, “Am I acting –and reacting – to tangible reality, or just my perception of reality?”
If you remember, Lawrence Fishburne’s character, Morpheus, offers Keanu Reeves’ character, Neo, two pills and tempts Neo with: “This is your last chance. After this, there is no turning back. You take the blue pill – the story ends, you wake up in your bed and believe whatever you want to believe. You take the red pill – you stay in Wonderland and I show you how deep the rabbit-hole goes” (source: IMDB.com).
Let’s apply this example to the reality, as you know it, in your own business.
What is your reality?
THE BLUE PILL
You just signed up your largest client to date, MJB Films. They were concerned about losing productivity if the transition to your product didn’t go smoothly. You assured the CEO that your Project Manager, Grant, would support them throughout the process. You stop by Grant’s office to check how things are going….
You: “Grant, how are things going with MJB Films?”
Grant: “Great! I just touched base with them this morning to see how everything was going during the transition to our product. They were having a minor issue, but I walked them through the solution. They are really happy they made the switch.”
You: “How’s everything else going? Any good prospects?
Grant: “I’ve made about 15 calls this morning. More than half were cold calls, the rest are in different stages….I would say at least five are getting close to making a decision, and one says they are ready to sign the contract.”
You: “Great! Keep up the good work!”
Maybe things are great with MJB Films and Grant, or maybe……
THE RED PILL
Imagine the same scenario with MJB Films and Grant, but your business’ phone system includes VocalQ, an enhanced hosted recording platform with speech analytics. Not only will you receive email notification every time MJB Films phones in to speak with Grant, you can be notified when specific phrases are said in during the call.
Did MJB Films just say: “dissatisfied,” “having problems,” or “not working out”?
The audio mining dashboard allows you to review key terms and phrases that you have entered into the system. It provides you detailed reporting on the results in order of volume and relevance.
You can also check to see if Grant did make 15 calls that morning, and if those calls were made to viable business opportunities.
I’m not trying to suggest that you shouldn’t trust your team, but you may have an employee that isn’t performing. Their actions, or their lack of action, could hurt your business. In the blue pill scenario, you may not have learned that MJB Films was not happy with their service until it was too late.
“Swallowing” the red pill gives you greater transparency into your business. Being made aware of problems immediately allows you to intervene before a problem turns into lost business.
So… Are you going to take the Blue Pill or the Red Pill?