Satisfying IT clients

IT organizations, whether internal or IT support organizations have the same problem. They think of themselves providing a technical support role. If they make keep the technology running, then they are doing their jobs.

The impact of this view is that even when their clients are satisfied, they are only satisfied compared to other experiences. They are not truly satisfied. Their expectations have been set so low that they appear satisfied when the equipment is working. At least then, they don't get distracted from doing their jobs, by having to work around malfunctioning equipment.

This issue shows up with the frustration that most people express with computers. My career has progressed through various phases from working with mainframes to working with desktops. Back in the early mainframe days, we were that mysterious group in the back room. Nobody knew what we did. My family still doesn't understand. At that time, computers were too complex for the average person to understand, but they didn't have to deal with them day-to-day. The technical staff did that, and we were happy doing that. I have grown more and more frustrated myself with dealing with computers, because it takes far too much of my time to deal with these nagging little problems that should be so easy to deal with.

Most software today is still written for software people: people who memorize every aspect of a software program and see it as a challenge to become an expert at all of its intricacies. Most of us don't look at it this way. We are just trying to get a job done, and resent having to become an expert to get what we want. That's why most people that I talk to are frustrated with computers. The software helps us to get our jobs done, if we can ever get past that terrible interface. Windows is much better than DOS, but still leaves a lot to be desired.

The issue of technical support also causes us frustrations. From a normal user point of view, we don't want to learn how the new technology works; we just want to have an easier time getting our job done. Then the computer technician comes in, does a great technical job at installing equipment, and leaves proud of his accomplishments. We are left to deal with the aftermath. Nobody told us what they did. Nobody told us that our work would have to change because the software wouldn't work the same. Nobody told us what to do with the excess equipment.

We start with a "user" who is frustrated with the old equipment, is stressed with the volume of work in their jobs, is buying new equipment to get out of the hole, and gets a whole new set of problems, more frustration. No wonder they hang onto anybody who can help them. When is the IT industry going to wake up and recognize that computers are supposed to help us do the job, not frustrate us in trying to do it. Why should business people spent their time trying to plan technology changes so that their business will not be disrupted? Why can't IT people recognize that many businesses are stressed trying to get their jobs done, and provide solutions, true solutions to these problems.

Change is hard. We all get comfortable with the old ways. Computers are always going to change things and increase our stress levels, because it introduces change. IT support organizations, both internal and external, need to recognize the impact that they are having, and start introducing changes in a manner that reduces stress.

Start by learning more about the client and their needs. Help them prepare for the changes and don't ask them technical questions. Turn those questions into business questions that they can make reasonable business decisions on. The IT organizations that succeed in doing that will be the ones that succeed in the future, not those that are excellent technicians.