Difficult End Users

and keep it all.

Be VERY professional at all times no matter WHAT the user does.

Let the user be wrong. Some arguments are not worth winning.

The user is your customer and your ONLY reason for existing as a network Admin.

If you can get them to document the ways they feel you should be doing your job, you are also in a better position to defend why you don't do as they suggest. If they are good ideas, thank them for their help and use them.

Ego has no place in IT, so don't LET them bruise yours. You will be just fine! No, it isn't always easy but it will work.

good luck!

I think JD was pretty much right on. Think more about the big picture "war" than just this one "battle". It's certainly okay to respond to the user as to why you chose to approach the problem your way instead of their's, but make sure it's a neutral communication. DEFINITELY don't make it hostile or condescending, but at the same time don't be patronizing - if their idea isn't good don't say it is. A simple "thanks for the idea, but we're doing it this way because..." should be sufficient. If you give credit to their ideas when it's not due (e.g., "that's a good idea - maybe we'll try that in the future" when it's clearly NOT a good idea) you run the risk that the user will continue down the path they're going on because their behavior has been validated.

I'm always a big fan of BCC'ing your boss if this is a recurring problem. The last thing you want is your boss getting blindsided when the user's boss corners him in the hall (or worse, a staff meeting) and says "Mr. Roy isn't doing what he's supposed to be doing and it's causing my person problems". Even if you're in the right your boss may end up embarassed and you'll have to deal with explaining it to him/her. Some folks don't like the BCC route, but it's no different than sending your boss a summary of what problems you've been facing - it's even better, I'd argue, because your boss can see exactly how you phrased your response and can see if perhaps communication is the real problem. The only caveat is make absolutely sure you let your boss know that you don't need his/her intervention yet (unless you do) - you just want to make sure they understand the issue.

I will disagree with JD on the subject of the user being the sole reason you're an Admin - certainly they're a part, but any company that starts letting Admins go because users complain in that fashion has bigger problems at hand. Not to say it doesn't happen, just that it's a pretty dang dysfunctional place if it is happening. Your responsibility is to do your job the best you can in the eyes of your management -- not individual users.

Good luck!

communicate in emails...and...if they tell you personally and want you to do something, ask for an email and then in the reply email point out how it breaks procedure, isn't your responsibility, or isn't proper action.

as for CC/BCC...only if they are not another Manager, director, etc...and are subordinate in position...then I'd BCC their boss...to let them know...otherwise if they are at your level, don't CC it to their boss...and if they are above your level, CC it to your boss and let him know that they are not taking proper channels.

If all else fails...put them at the bottom of the list unless they're a priority customer in your org.

Finally a new discussion! Yay! The answer really depends on your company environment and the nature of the problem. Is it just a help desk call to reset a password or a project to install a multimillion $ piece of equipment? Let your supervisor know what is going on. Ask him/her for advice on how to proceed. If you sense trouble on the horizon, it is always best to give your supervisor a heads up. If it gets bad enough, he/she can work with the troublesome end user or that user's supervisor.

Hmm..."difficult end user". I gotta apologize to all you folks who deal with impatient end users and customers, but that description could apply to me 9 times out of 10 when I call anyone from customer support. Believe it or not, I am not always a cheerful guy. Like most end users I'm impatient and of course I have all the answers. Actually way more than 9 out of 10 times. The ratio is probably more like 90 out of 100.

Some issues can be resolved without the dismissal of an employee. Resolutions are better for the company in many cases.

I TRY to give them the benifit of the doubt. All depends on WHAT the user is doing and WHY they are doing it of course.

I agree.

My point: if you have a good relationship and good communication with your boss (and I highly recommend it), he/she is going to understand your intentions for the bcc.

All CC does is put the end user on their guard which could really only serve to damage your relationship with them and their department. In my position the relationships are very important, I need to be able to distance myself from any negative actions taken against the end user and their department by administration...BCC gives me that ability.

Lawd child I think Patton done got himself reincarnated there!

Remind me to just send you real nice email...haha.

There were recent changes in the amount of exposure I had directly to the end user. It used to be I was given projects by my supervisor, I would meet with people as needed to determine their requirements, then everybody would leave me alone for the most part until I was done.

"I've discovered, through the school of hard head knocks, that the tone of voice and words are often used to judge one another."

I have had lifelong problems determining what is meant by certain body language, tones of voice, etc (unless I knew someone really well, like 10 years or more), so I usually ignore those things and rely on the spoken words (if something else was meant, it will eventually be spoken). I recently learned this is part of ADD (which, my doctor said, aside from explaining a lot of the things I went through growing up, is probably why I ended up in the career I ended up in, after being an auto mechanic, then a radio technician). Another part, which I've been told I display but I don't realize it is if I am concentrating on something important and something else interrupts me, I have "a look". I really cannot help it, despite several different medications, and it really depresses me that anyone could think that I have anything but the best interest of my family, friends, colleagues and customers in my heart at all times.

"Perhaps your frustration with not being able to affect other's performance reviews for their failings is an unresolved issue?"

That was my sarcasm at work, but you could be right. But I don't know whch one. Maybe it's that I want to have to walk the same line as everyone else, and not be held to higher standards just because more people know me. I used to deal with 20 or fewer people in the average week, now it's closer to 200 to 300, whereas the average person I deal with deals with the dozen or so that they can see from their cubicle. They think there's something wrong with me because I don't make small talk, because I can't remember half of their names, let alone their wife's, kids' and dog's names. They don't realize that to them I may be the 21st person they have dealt with this week but they are my 321st!

"The next time a user asks if you are busy, try answering with, "I am working on an issue at the moment, but if you will tell me the issue you are experiencing I will try and assist you in resolving it."

I'll try to remember that (and I'lll also get rid of my "Would you mind terribly if I asked you to take your silly-assed problem down the hall?" coffee mug :))

Thanks
Tony

has this site given you a better understanding of why the damn geeks are like they are?

I started my teaching with zero level users, so I have had a lot of contact with the new user that many techs haven't.

I have also known many people that are GREAT at tech, but because they can't remember what it was like to not know "everything", they can't put information in a format that a new user can understand.

Basically the best you can do is smile say I will look into that and when they ask you later say you check it out and it won't work for x,y, and z reasons. For some reason people who haven't ever done your job always know how to do it better than you. If and when you have kids then you will see just how ingrained in humand nature this is. The people who have the most advice and are the most persistant in giving it to you are the ones who never had any children themselves.

What you are seeing with that user is the same thing. If you make her think that you have at least considered her ideas she may lay off a bit.

If not instead of concentrating on how her behavior is irritating you, concentrate on how well you are reacting to it and give your self a pat on the back evertime you leave with a smile.