Dell Hell – Gains a New Meaning

October 18, 2007

in Conversational Blogging, Knowledge Innovation

Michael DellThere is new meaning in Dell Hell. Now its a note: Hi Tom, See this blog post…. Love Michael.

Jeff Jarvis reports on the end of Dell Hell (video) and how they have come full circle. The para below is the most interesting to me.

Dell Learns to Listen

“These
conversations are going to occur whether you like it or not, O.K.? Well, do you want to be part of that or not? My argument is you
absolutely do. You can learn from that. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.”

Interpretation… If you want a conversation to really take hold in a company you have to teach the CEO how to listen. Today it’s never been easier to innovate in this area. From my perspective every VP Marketing should be enabling a social media listening program. So even if Dell now has a team listening for him (which should happen over time) the first action is forwarding content and questions. The new Dell Hell.

The second benefit when the CEO starts listening is in strategy. For as the learnings become more visible and more transparent (in these typical command and control orgs — trickle down and the systems adapt to push them back up… ) more strategic leadership opportunities to filter and look to the edge emerge. The organization that asks better questions faster wins.

It took some time to listen (two years); take their licks and lessons. “conversations” is a nacent capability at Dell today. Separately, I’d like to know which companies you know that you would hold up as having the “edge” in conversational listening? I bet they are good investment options too.

BuzzMachine » Blog Archive » Dell Hell: The end?

Something else that didn’t make the story — because it’s of more interest to us bloggers than to a Business Week audience, I decided — was the question of Michael Dell’s relationship with blogs. Does he read them? Every one of his executives insist that he not only reads them but that he will send them links to posts at all hours of the day and night. Their insistence was so consistent that I wondered whether this wasn’t on the Jarvis interview briefing sheet I saw on one employee’s Dell screen.

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  • Tim Harman

    I bought a Dell today and the hard drive failed on the first boot up. Called there tech support and got a person that only gave canned responces. After 30 min. on the phone the guy tell me he could not help me and gave me another number to call . I called and they said it was maybe the hard drive. I needed to buy a hard drive and have it there when the tech got to my home. I told them I just bought the Dell to hours ago many times. After repeating myself 5 times they said I need to return it to Best Buy were I bought it and go right to the geek squad desk for repair. Hell I bought a new machine and you would think it would at least boot one time. After that I got on there chat and was told more or less the same thing. I told the chat guy It was there problem and not Best Buy’s . I was told that Best Buys told me about a contract between the two about tech support . My only comment was and I repeated myself was I bought a Dell new and they need to replace it or come to my house and fix it free since I would have to drive over a hundred miles for repair……Tim from Ohio In Dell Hell

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