Tag Archives: communication

How ‘IT’ Staff Make us Look Good

In this post, I’m going to give some kudos and appreciation to people who work in IT. I think that so many of them work behind the scenes, dealing with a lot of stuff “under the hood”, while we the users end up looking good and getting the accolades. It’s time to give these accolades back to where they belong.

When we complain about a computer problem, printing issue, connectivity issue, all kinds of issues, we often think that we are the only ones with the problem at that time, and that our problem is the most urgent. When we phone or email IT, we probably don’t realize that on the other side, the IT person is probably in the midst of putting out many fires at once, dealing with other people who all have the most  urgent problems in the world! I think we need to consider this the next time we mutter under our breath about why something is taking longer than expected.

Many of the IT staff have set the bar very high for themselves. By being so available, if not by phone, then by email, if not by email, then via some online conference route, if not that then a ‘contact us’ form on the Internet, and usually they reply in such quick fashion. Because of this, we are spoiled and unrealistically expect this service every time.

At our workplace, there are often computer/network printer connectivity issues, in that maybe during peak times, a patron’s print command may not register and then the printing gets paused, or not even initiated. We usually tell patrons to do the time consuming process of saving their work, closing everything, logging off, then retyping user name/password to log on again, reopen previous document, and finally executing the print command once more.

When notified of this, our IT person came up with a short-cut fix and set up something where the patron can click a folder, and then run something called “Printer Fix.” And then the printing will work. Magic? Apparently, clicking the icon acts to reset or refresh the connections without need to log off. I don’t know how it works, how it is set up, what was done behind the scenes, but I do know that patrons are happier for such a simplistic, time saving fix. And they end up thanking us for helping them and giving us their appreciation, while Mr. IT is somewhere else putting out another fire.

Isn’t that often the story of IT? Fixing things during times of stress, but not around to receive praises when things are running smoothly. Indeed, we don’t think about IT much when things are going smoothly, which is most of the time!

I know they often face many complaints, so just wanted to make a post in appreciation and to say: “Things are running great today!”

-Patrick Law

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I thought you went to get your hair cut?

Getting a haircut is definitely an opportune time to evaluate various aspects of customer service. Throughout our lifetimes, we’ve probably encountered many stylists and have our personal favorites. We may even insist on adjusting our schedules to fit a particular stylists, in order to guarantee our hair is always done by him/her, because we like the service so much.

Me? I’m quite cheap when it comes to haircuts. I always get the basic, bare bones service, and never ask for a special style or highlights or much of anything. In fact, I choose the place based on what coupon I have at the moment of need. The advantage of this is that I’ve been in a position to witness more than my fair share of stylists.

I’ve been to ones who usually try to insist and persuade me into trying what they think. One woman’s voice particularly stands out: “I know what would look really good on you!” I guess that’s okay except she suggests a really good longer hairstyle when, in my context, I’m always looking for a cut that leaves my hair very short. You see, if you haven’t noticed, with my coupons, and going to places where I can just drop in and not make appointments with specific stylists, I like to save money! The shorter I can make my hair, the longer I can go without needing to cut it.

Despite repeating my desire for something short, somehow she persuaded me into a longer style. She was a smooth talker, good at selling, I guess, but it didn’t take me long to get the impression that she may have been suggesting a longer style because she wanted to do less cutting and only just a bit of trimming. Perhaps this wasn’t totally true, but I couldn’t help thinking after I left that I sure didn’t sit in the chair for very long! And when I saw my family, my mother didn’t even notice much of any change in my mop and said: “I thought you went to get your hair cut!”

Not long after, I had to go for another cut, but just not to the lady who prefers longer styles. Fortunately, I had another coupon to another place. In the next blog entry, I’ll continue my adventures on hair and reflections on customer service.

-Patrick Law

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Telling Lies in the Hope that They’ll Soon Be True…

Lies. After hearing this word, or being a victim of them, or having them come out of your own mouth, how do you feel? What feelings are associated with not telling the exact truth? Chances are, just naturally, they tend to lean towards the negative end of the spectrum. Even without knowing the complete story, we usually do not take kindly to lies and have an unflattering impression of the person doing the lying. These reactions don’t allow us to consider potential underlying reasons that the person has for stretching the truth. This information could prove valuable to better understand the other person and may even be turned into positive use.

That’s why I found refreshing the Globe and Mail article that offered another perspective and interpretation on reasons why people may lie or exaggerate. I particularly found enlightening one suggestion about how “lies” could actually reflect what the person is trying to achieve, or a goal to be obtained.

The article helped remind me not to jump on somebody, and too quickly form a negative impression of someone, when they lie. It gave me insight on how lying can be seen as part of the process towards something and that we should think of ways on how it can motivate.

With this in mind, would you be willing to forgive and understand some of the lies and exaggerations I’ve provided on various sections of this blog? Heheheh…..

-Patrick Law

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