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Getting closer to users

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by derek schauland

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I am trying to build better relationships with the users I support but am not terribly sure where to begin.

Setting priority has helped in some cases and been a hinderance in others, I suppose that depends on the user.

Does anyone have any ideas how I might begin building better relationsips with my user community?

15 replies

by tbragsda

.
Is that what your looking for?

Do good work, and they will love you. When I did desktop work, people gave me Starbucks coffee vouchers, lunch, whatever. I never did anything other than serve them to the best of my abilities. Im not jokeing. Anyone that does a job well will be soughtout, those that dont will not have a good relationship with those that he serves.

by dc_guy

Since you care enough about this to actually be working on it, you probably already have the people skills that will help. But for other readers who are not so far along in their transition to user-friendly: Learn to avoid jargon and talk plain English (or whatever language they speak), but that's not the same thing as talking down to them. Be honest, e.g. if you don't know the answer to a question, say so. Remember that there are no stupid questions but there sure are a lot of smart answers, and avoid giving one. Return calls and e-mails promptly, let them know you're there. Learn as much as you can about their business, their job, their work day, their concerns. Socialize with them? (To restate the previous suggestion. ^_^ ) Absolutely, get to know each other off duty. But if you're a good old-fashioned geeky IT weirdo, practice toning it down just a little. Nobody wants you to pretend to be something you're not and geeks get plenty of chicks/dudes/whatever, but they'd like to at least be assured that you're housebroken.

by derek schauland

I guess I also want to be sure that I am providing services that will allow the users to do their jobs as efficiently as possible. Or even in some cases services that will allow me to do my job of servicing the user even better.

by jamesrl

Take surveys - ask them how you are doing - what you do right what you do wrong. Have focus grous -select groups of users that you bounce new ideas off of. Invole them in projects - let them help you test new products and get their feedback.

Thats a good start.

James

by derek schauland

Last time I tried to post a survey so they could provide feedback no one filled it out. I have also tried the focus groups for testing, but testing comes along rather few and far between...

by jdmercha

Talk to them. When you vist their workstations ask them how they use their computer to do their jobs. When you're fixing something, explain to them what you are doing. Educate them on how to avoid problems.

Above all, remember that the person you are talking to is the most important person in the world, at that point in time.

by house

Does anybody have any suggestions as to how I might get away from needy people. I've managed to shake a few on a case by case basis, but most of them, well let's just say that I'd prefer doing business with more commercial clients. :)

by dafe2

Actually.........I found that drawing a line between Business Class machines & home machines works.

The old "I don't know anything about home PC's" works well for me, allong with a referal to a friend of mine who has the patience to still deal with the c.rap that goes allong with it.

Dontcha love the one where you fix their PC & all of sudden, since you did that, their car doesn't run very well and it's 'your fault'? LOL

by oz_media

People love me for the way I help them out but they won't waste my time.

(Funny, I JUST got a call from a clients receptionist as I was typing that first line). Her Webshots on her home PC had gone funky, so she called and said "I know this is a really stupid question and I am probably wasting yout time but I know you can help me easily and your the pro with this stuff, my husband is a knob when it come to computers"(stroke stroke).

"So I laughed and said, hey you have a stupid problem call somebody stupid right?"

I then walked through the Webshots support site with her over the phone. She found the answer of simply changing the photo to refresh it and it was fine.

It was an easy 30 second fix and we chatted for a few minutes so it's no problem. She is now comfortable using the Webshots support forum.

There's no way she would call me without pfirst seeking online help though, I trein users how to find the CORRECT answers before calling me and it helps keep user issues to a minimum. They feel smarter and more independant, they love me fo rthe support I offer and learn at the same time.

People just don't want to look dumb when they understand how stupid some of their issues are and will try a little harder to find answers I think. The woman who just called had already been to the Webshots website etc. Knowing that I would generally walk her through finding the answer. I find helping people to find their own solutions is the easiest way to have people help themselves out of mindless issues.

by house

I just got a call from a client yesterday who had reformatted her PC. Her laptop was (obviously) missing quite a few drivers. She said, "I don't like calling Dell because I always end up on hold for a few minutes"... so I put her on hold. ;)

She then tells me that she has the driver cd from Dell in her hand. She puts it in and a wizard pops up that searches her computer and displays a list of all the drivers - checkmarks in the boxes that are installed, and no check marks for the devices that are not installed. I asked her to read me what is written above.... she goes, "Some of the devices have not been installed on your laptop. Please check the appropriate boxes to install the missing drivers."

I slapped myself in the face and calmly told her to walk through that wizard. Goodbye. Have a nice friggin' day.

by hockeyist

The first thing that you need to do is get feedback from your clients (actually to do a 360 correctly you get feedback from peers, bosses and subordinates) on how you are presently perceived. Then do your improvements. You can then do another 360 in 6-12 mths and compare.
I also found holding brownbags (meetings during lunch hour-people bring their lunch and sit through your presentation). I held a brownbag once a fortnight on various topics such as buying a pc, basic troubleshooting for home users, Outlook Basics and Advanced, etc. These are well attended.
To start with try to get your HR manager involved, they should know a lot about this subject, if not then your manager will do.
The way that I started was to send out an e-mail letting prople know that I wanted to improve IT services and will send a survey which was handed back to HR to allow respondants to remain anonymous. This helped me get true answers.
There is plenty of information on the web regarding 360's. Just Google 360 feedback and you'll see plenty of sites. There are a few good free surveys available also for you to use.

by dnvrtechgrrl

This will sound pretty cheesy but once in a while I'll open up 30 minutes to an hour and just spend time out on the floor with them.

They are more than willing to share any problems they've run into; most of the time I have an immediate solution and can take care of them right there.

Simply spending quality time with the other employee's opens up lines to communication and that fosters a closer relationship.

by oz_media

Take interest in what THEY are doing for the company. Ask them sincere questions about their work while you are helping them.

People will then naturally tell you about other things as you help them, thus showing more trust in you and appreciating your sincere interest in them as people and not 'users'.

Start off a pub night between the employees, once a month everyone is welcomed to go to the closest pub for a few drinks together.

Become a social butterfly in the office, work the room.

by maecuff

Is always a good start. Don't ever tell the user, the problem must be 'something they did'. Follow up and make sure what ever solution you provided is working out for them. Listen when they talk. When users are looking for solutions from IT, they don't ever want to hear, I can't do that, or that will never work, even if it won't. Find an alternate solution that will work. If they can't put their trust in IT, then that warm fuzzy feeling of someone out there protecting them goes away. If you don't know the answer, tell them you don't know, but assure them that you will find out as soon as possible. If you tell a user that something will be completed by a certain date or time, make sure that it is, and if it can't be, give them as much notice as possible with a new due date or time. Smile. Don't give the attitude that their little problems are a monumental waste of your time. Keep a Positive attitude on the phone or in person.

Bitch away about the users when there aren't any in sight, sometimes we have to. But make sure it stays behind closed doors, and make sure everyone in IT understands this rule.

We had a horrible reputation at this company and I've worked very hard to turn this around. I've required each person in my department to sign an agreement of how we deal with users and my expectation is users will be treated with respect at all times. If we have a user that becomes abusive (and that happens every so often), then I step in and deal with that situation. So far, it seems to be paying off.

Good luck!

by oz_media

I get some pretty cool people calling me though. And the bottle, cookies, chocolates etc. at Christmas and the drinks and parties they throw on my birthdays come rolling in and make it al worthwhile. :)

Had a good laugh last night though, when checking this thread there were two new posts from myself, one titled :
"Be a Prick" the other "Take an interest in their work"

Bit of contrast I suppose. :D

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