The Relational Technologist Mindset

Permission to Forget

When I’m in a tech consult with a client I will be demonstrating a multiple-step process as we walk together toward resolving an issue.

Mar 20

What the Client Never Hears

If you have ever contacted tech support, you have probably wondered what the technician says about you after you leave the room.

Mar 18

I Never Called Them Users

Someone once said there are only two kinds of people who get called users: people who use computers and drug addicts.

Mar 16

Doing Beautiful Work Inside an Ugly Frame

I have spent 30 years in technology support.

Mar 13

June 2025

XIV - Recommendations, Revisited

A better way of telling people what to do

Jun 25, 2025

XIII - For Clients, it's Often Their First Time

It’s commonplace for tech support professionals (TSPs) to be asked the same question over and over by their customers:

Jun 2, 2025

March 2024

X - Protecting Your Schedule

A different invitation for a different kind of customer service

Mar 26, 2024

IX - The Strength of "I Don't Know"

When I was growing up, there was a popular show on TV that took place in a bar.

Mar 5, 2024

February 2024

VIII - Acknowledge The Client's Effort

Recently I visited a client who had a heightened state of anxiety and was very frustrated with their technology.

Feb 29, 2024

VII - See the Issue from the Client's Perspective

Sometimes, when I’m clicking on all cylinders and I resolve a client’s issue right before their eyes, they’ll ask how I got to know so much about…

Feb 23, 2024

VI - Stop Referring to Them as Users

We all want to leave our mark on society.

Feb 15, 2024

January 2024

V - Listen More Than Speak

In the past, I had a supervisor who asked a lot of questions of me and my tech support colleagues.

Jan 31, 2024