---
title: A Mile in their Sensible Shoes
description: As part of the Customer Success team, my job isn’t just to resolve tickets. It’s also to listen to our customers when their workflows aren’t giving the results they expected and making sure they feel that their concerns are being heard.
image: https://blog.thoughtwire.com/hubfs/Media%20Library/Stock%20images/People/advice-advise-advisor-7075.jpg
---

[![ThoughtWire](https://blog.thoughtwire.com/hs-fs/hubfs/Asset-19/ThoughtWire.png?width=585&name=ThoughtWire.png "ThoughtWire")](https://www.thoughtwire.com/)

- [Smart Hospitals](https://thoughtwire.com/smart-hospital-products/)
- [Smart Buildings](https://thoughtwire.com/smart-building-products/)
- [Technology](https://thoughtwire.com/technology/)
- [About](https://thoughtwire.com/about/)
- [Resources](https://www.thoughtwire.com/smart-built-environment-resource/) 
    - [Smart Resources](https://www.thoughtwire.com/smart-built-environment-resource/)
    - [Blog](https://blog.thoughtwire.com)
    - [News Center](https://blog.thoughtwire.com/news)
- [Request a Demo](https://info.thoughtwire.com/demo)

#### OverView

Our HighIQ Smart Healthcare solution helps optimize the day-to-day lives of doctors, nurses, and clinicians at work. Find the right solution for your hospital.

[Find Out More](https://www.thoughtwire.com/smart-hospital-products/)

#### GET STARTED

- ##### [Problems We Solve](https://www.thoughtwire.com/smart-hospital-solutions/problems-we-solve/)
  
  Solve your biggest challenges
- ##### [Our Solutions](https://www.thoughtwire.com/smart-hospital-solutions/)
  
  Make your hospital smarter
- ##### [Our Customers](https://www.thoughtwire.com/smart-hospital-solutions/customers/)
  
  Who we work with

#### PRODUCTS

- ##### [EarlyWarning](https://www.thoughtwire.com/smart-hospital-products/early-warning-application)
  
  Better predict patient deterioration
- ##### [SynchronizedOps](https://www.thoughtwire.com/smart-hospital-products/synchronized-ops-application)
  
  Improve efficiency to reduce wait times
- ##### [RapidResponse](https://www.thoughtwire.com/smart-hospital-products/rapid-response-application/)
  
  Respond to patients faster and better

#### Overview

Our HighIQ Smart Buildings solution empowers building owners and occupants to take control of their space. Find the right solution for your commercial building.

[Find Out More](https://www.thoughtwire.com/smart-building-products/)

#### GET STARTED

- ##### [The Problems](https://www.thoughtwire.com/smart-building-solutions/problems-we-solve/)
  
  Solve your biggest challenges
- ##### [Our Solutions](https://www.thoughtwire.com/smart-building-solutions/)
  
  Make your building smarter
- ##### [Our Customers](https://www.thoughtwire.com/smart-building-solutions/customers/)
  
  Who we work with

#### PRODUCTS

- ##### [PrecisionHub](https://www.thoughtwire.com/smart-building-products/precision-hub/)
  
  Optimize building operations
- ##### [@Work](https://www.thoughtwire.com/smart-building-products/at-work-application/)
  
  Improve tenant experience

#### Overview

Built using a super-fast graph database, our Digital Twin technology is at the heart of our applications.

[Download e-book](https://info.thoughtwire.com/fp-opm-application-digital-twin-technology-ebook)

#### GET STARTED

- ##### [Overview](https://www.thoughtwire.com/technology)
  
  Connecting people and spaces for smarter built environments.
- ##### [Digital Twin Technology](https://www.thoughtwire.com/technology/digital-twin/)
  
  What is a Digital Twin?
- ##### [Core Services & Connectors](https://www.thoughtwire.com/technology/platform-services)
  
  The foundation for smart built environments

#### OVERVIEW

At ThoughtWire, we’re on a mission to create Smarter Spaces by using powerful Digital Twin Technology to bring Built Environments to life.

[FIND OUT MORE](https://www.thoughtwire.com/about/)

#### GET STARTED

- ##### [Our Leadership](https://www.thoughtwire.com/about/leadership)
  
  Dedicated, focused and experienced executive
- ##### [Careers](https://www.thoughtwire.com/about/careers/)
  
  You belong at Thoughtwire

#### Find Out More

- ##### [Ambiant Labs](https://www.thoughtwire.com/about/ambiant-labs)
  
  Making the art of possible come to life
- ##### [News Center](https://blog.thoughtwire.com/news)
  
  Keep up with the latest

<https://blog.thoughtwire.com/how-healthy-and-resilient-is-your-building>

## [How Healthy and Resilient Is Your Building?](https://blog.thoughtwire.com/how-healthy-and-resilient-is-your-building)

 by [Christina Piruchta](https://blog.thoughtwire.com/author/christina-piruchta) on March 02, 2021

Top 3 Reasons Your Building’s Intelligence is Key to Your Safe Back-to-Work Strategy How would you feel if your building could assess sanitation and s\[...\]

[Read more](https://blog.thoughtwire.com/how-healthy-and-resilient-is-your-building)

<https://blog.thoughtwire.com/value-of-smart-buildings-poll-results>

## [Poll Results: The Value Smart Buildings bring Occupants, Operators and Owners](https://blog.thoughtwire.com/value-of-smart-buildings-poll-results)

 by [Frans van Staden](https://blog.thoughtwire.com/author/frans-van-staden) on October 27, 2020

During our recent webinar, we asked our attendees a series of poll questions that cover three themes: 1. What makes a Building Smart, 2. The value a D\[...\]

[Read more](https://blog.thoughtwire.com/value-of-smart-buildings-poll-results)

<https://blog.thoughtwire.com/value-of-smart-buildings-part-2>

## [Expert Q&A: The Value Smart Buildings bring Occupants, Operators and Owners - Part 2](https://blog.thoughtwire.com/value-of-smart-buildings-part-2)

 by [ThoughtWire](https://blog.thoughtwire.com/author/thoughtwire) on October 12, 2020

Recently, we hosted a webinar with industry experts from Yorkland Controls, DB Engineering and Multiplex. Below is part two of two excerpts from our e\[...\]

[Read more](https://blog.thoughtwire.com/value-of-smart-buildings-part-2)

<https://blog.thoughtwire.com/value-of-smart-buildings-part-1>

## [Expert Q&A: The Value Smart Buildings bring Occupants, Operators and Owners - Part 1](https://blog.thoughtwire.com/value-of-smart-buildings-part-1)

 by [ThoughtWire](https://blog.thoughtwire.com/author/thoughtwire) on October 06, 2020

Recently, we hosted a webinar with industry experts from Yorkland Controls, DB Engineering and Multiplex. Below is part one of two excerpts from our e\[...\]

[Read more](https://blog.thoughtwire.com/value-of-smart-buildings-part-1)

<https://blog.thoughtwire.com/evolution-of-the-real-time-health-system>

## [Evolution of the Real-Time Health System](https://blog.thoughtwire.com/evolution-of-the-real-time-health-system)

 by [Carly McLeod](https://blog.thoughtwire.com/author/carly-mcleod) on August 18, 2020

Health systems have evolved significantly with technology throughout the years, with each innovation aiming to reach a higher level of transformation,\[...\]

[Read more](https://blog.thoughtwire.com/evolution-of-the-real-time-health-system)

# Thoughts Over the Wire

- [Events (24)](https://blog.thoughtwire.com/tag/events)
- [Featured (68)](https://blog.thoughtwire.com/tag/featured)
- [Smart Buildings (77)](https://blog.thoughtwire.com/tag/smart-buildings)
- [Smart Hospitals (47)](https://blog.thoughtwire.com/tag/smart-hospitals)
- [TW Team (31)](https://blog.thoughtwire.com/tag/tw-team)
- [TWTurns10 (8)](https://blog.thoughtwire.com/tag/twturns10)

[Back to Blog](https://blog.thoughtwire.com)

# A Mile in their Sensible Shoes

By [Justin Robinson](https://blog.thoughtwire.com/author/justin-robinson)13, Mar 2019

At [ThoughtWire](https://www.thoughtwire.com/about/), we hold [empathy](https://blog.thoughtwire.com/core-values-humility-empathy-community-part-2) as one of our [core values](https://blog.thoughtwire.com/core-values-innovation-and-collaboration). A saying around the office is *“Use your people brain, not just your computer brain.”*

As part of the [Customer Success team](https://www.thoughtwire.com/about/team/), my job isn’t just to resolve tickets. It’s also to listen to our [customers](https://www.thoughtwire.com/smart-hospital-solutions/customers/) when their workflows aren’t giving the results they expected and making sure they feel that their concerns are being heard. Sometimes, it also involves going beyond the ticketing system to take a look at a day in the customer’s shoes. A great example can be found in our healthcare portfolio. After all, when you’ve got patients to look after, your patience for technical problems may wear thin.

Here at ThoughtWire, we have a collection of great minds with frontline experience in healthcare; for example, our Healthcare Solutions Manager Dan Nguyen has worked for years as a registered nurse focused in mental health. There’s a big difference between hearing about things and experiencing it yourself first-hand, though; that’s where on-site visits come in.

A while ago, I was on-site at one of our healthcare customers’ facility to be a quick-response point of contact during the deployment of a software upgrade. In order to affect the fewest number of users, who in this case were primarily nurses, the deployment was being done at one o’clock in the morning. Aside from the beeping of equipment, the hospital was surprisingly quiet.

Part of my job in this deployment was to conduct post-deployment tests and make sure that the existing features had not been broken. For technical reasons, one particular test required the involvement of a nurse. Of course, even at 1AM nurses have a lot of work to do, but it didn’t take too long to find one who had a spare moment.

Just as we were at the nurse’s station starting the test, a [Code Blue](https://info.thoughtwire.com/fp-smart-hospital-case-study-hamilton-health-sciences-prevent-code-blues-calls) was triggered in the room next to us. I made myself as small and out of the way as possible while the Code Response team sprang into action to try and save someone’s life, and quietly left as soon as I could do so without blocking anyone’s route to the room.

The test still needed to be done, and I found myself in the obstetrics and maternity wing. Another nurse was willing to help out and be part of the test, and this time it went much more smoothly; within about ten minutes, we were done. During those ten minutes, I could hear someone down the hall repeatedly shouting in pain – I guessed she had been doing so for quite a while – and just before we finished the test, the yelling stopped and I could hear a baby crying for the first [time](https://blog.thoughtwire.com/time_as_a_resource) from the same room.

And that was a **QUIET** night at the hospital.

The point I’m trying to make is when you’re listening to your customers and their concerns, keep in mind that your product probably isn’t the most important part of their day. It may, however, contribute to how easy or difficult the most important part of their day is, and the goal of Customer Success is to make sure that needle swings towards “easier” more often than not.

**About the author**   
Justin Robinson is a Technical Support Specialist on the Customer Success team at ThoughtWire. He is one of the main points of contact for technical support. He's been a part of the company for over 3 years.

<https://www.twitter.com/share?url=https%3A%2F%2Fblog.thoughtwire.com%2Fa_mile_in_their_sensible_shoes> <http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fblog.thoughtwire.com%2Fa_mile_in_their_sensible_shoes> <https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.thoughtwire.com%2Fa_mile_in_their_sensible_shoes>

[Back to Blog](https://blog.thoughtwire.com)

### Schedule a Demo

## [![demo-cta](https://blog.thoughtwire.com/hs-fs/hubfs/demo-cta.png?width=250&name=demo-cta.png)](https://info.thoughtwire.com/demo)

### How do you connect the inside with the outside world?

[![Video-smart-cities](https://blog.thoughtwire.com/hs-fs/hubfs/Web%20Images/Video-smart-cities.png?width=300&name=Video-smart-cities.png)](https://info.thoughtwire.com/mike-monteith-talks-how-smarter-buildings-are-the-key-to-smart-cities-opm-applications-bisnow)

### Find out how Hamilton Health Sciences is turning vision into reality

 [![Case Study - Hamilton Health Sciences](https://blog.thoughtwire.com/hs-fs/hubfs/Asset%20Cover/Screenshot%202018-10-17%2009.45.18.png?t=1543257506419&width=280&name=Screenshot%202018-10-17%2009.45.18.png)](https://info.thoughtwire.com/fp-smart-hospital-case-study-hamilton-health-sciences-prevent-code-blues-calls) 

### Download the industry's first strategy blueprint for OPM

[![OPM_strategy](https://blog.thoughtwire.com/hs-fs/hubfs/OPM_strategy.png?width=300&name=OPM_strategy.png)](https://info.thoughtwire.com/download-the-industrys-first-strategy-blueprint-for-opm-fp)

### Subscribe Thoughts Over the Wire to receive the insights on Operations Performance Management (OPM)

### Read more of what you like.

![newsletter_bg](https://cdn2.hubspot.net/hub/2432204/hubfs/99%20Template%20Pack/newsletter_bg.jpeg?t=1540381063743&width=2000&name=newsletter_bg.jpeg "newsletter_bg")

## Get all News Updates to your inbox.

Please subscribe with your business email address.

### Subscribe Here!

![ThoughtWire](https://blog.thoughtwire.com/hs-fs/hubfs/Asset-19/tw_logo_white-2.png?width=554&height=100&name=tw_logo_white-2.png "ThoughtWire")

ThoughtWire is on a mission to bring the built environment to life. By orchestrating data from people, process, and the physical built environment ThoughtWire’s built environment Digital Twin delivers smarter, safer and more efficient hospitals, commercial buildings, and cities. Connect and follow us to learn more.

- <https://twitter.com/thoughtwire>
- <https://www.youtube.com/channel/UCIcOilVxQjv_R1ElD6ZmvTg>
- <https://www.linkedin.com/company/thoughtwire/>

#### Smart Hospital Solutions

- [Problems We Solve](https://www.thoughtwire.com/smart-hospital-solutions/problems-we-solve/)
- [Our Solutions](https://www.thoughtwire.com/smart-hospital-solutions/)
- [Our Customers](https://www.thoughtwire.com/smart-hospital-solutions/customers/)

#### Smart Building Solutions

- [Problems We Solve](https://www.thoughtwire.com/smart-building-solutions/problems-we-solve/)
- [Our Solutions](https://www.thoughtwire.com/smart-building-solutions/)
- [Our Customers](https://www.thoughtwire.com/smart-building-solutions/customers/)

#### About

- [Technology](https://www.thoughtwire.com/technology/)
- [About](https://www.thoughtwire.com/about/)
- [Blog](https://blog.thoughtwire.com/)
- [Resources](https://www.thoughtwire.com/smart-built-environment-resource/)
- [Privacy Policy](https://www.thoughtwire.com/privacy-policy/)
- [Smart Building Definitions](https://info.thoughtwire.com/smart-building-definitions)

© All rights reserved ThoughtWire 2021