Written by Alexandra GavrilaJul 16, 2019

If we do an imaginative exercise about the perfect work environment, we can build a visual map of perfection in which things would always run smoothly and concerns would be just a SF movie script.

Yet, returning to reality means returning to a tank full of bubbles taking the shape of challenges, issues, and insecurities. Even if we don’t talk about soap bubbles, figuratively speaking, ours are still very fragile and are going to bubble up every now and then. 

When this happens, we tend to have three main reactions: 

- get afraid

- blame others

 - search for solutions

Here at Upstack, our focus is on finding solutions! 

We always remember that what we focus on - expands! If we focus on problems, the only thing we'll get will be more problems. If we focus on solutions, we will get more solutions.

Searching for solutions means that we are capable to see these problems as a way to improve our job performance and workflow, and this is the best attitude when we are facing some challenging situations.

That being said, things are the same while working with clients and working remotely can make things look and feel more difficult.

We want to deliver high value to our clients, and for that the first thing we do is to pay attention to the objectives and goals we have set with our clients, to be responsive and to solve the potential problems that may arise. 

We need to be able to describe the problem from the customer’s point of view and for that, we need to ask the right questions and listen before acting! 

These are called problem-solving skills!

“If we can’t put our finger on our customer’s problem, we won’t be able to solve the problem!”

The power of example is strong and we like to talk from our own experiences and from the lessons we learn each day, not from written and never applied theories. 

For that, our #remotewarrior, Robert Dragne, Head of CSM department, or how we like to name it, Happiness department, gave us some insights from what it means working with clients, establishing objectives, facing challenges and creating problem-solving strategies here at Upstack.

"I cannot say that we encounter many problems in Upstack, but I do see organizations coming to us and being concerned about certain aspects of remote work. While they recognize the value that remote work can bring to their organization, there are still hurdles that can arise and which have to be mitigated by great management and a clear plan.

Some of the concerns we hear quite often are: 

Early prevention of issues is one of the core tasks for an Upstack Success Manager. In remote work issues can come in many forms and can happen at any time, therefore rapid response and quick action are key in ensuring the success of our clients. 

As previously mentioned, acting quickly and decisively is essential, but that needs to be done with a good knowledge of the issue at hand and a well-prepared plan to resolve it.

With that in mind, Upstack Success Managers employ a proven method to spot issues early and resolve them in the most efficient manner possible. 

Due to the nature of remote work (distributed teams) communication is essential, and more often than not, it is one of the key factors of success on any project. I chose to highlight  communication because, most of the time, it is intertwined with all of the other potential issues on a project."

Robert Dragne, Head of Success Department

So we do everything to answer our client's needs and we can create and follow a compatible process that suits us and will become ingrained in our habits.

In the next week's blog article, we will continue with the second part in which we will present our problem-solving process and Robert will explain the essential steps which must be achieved for the customer's concerns to disappear and the workflow to run smoothly – getting there while watching our value as #remotewarriors growing! Stay tuned, exciting content is surely ahead!!!


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