I - Never Make the Client Feel Dumb
Some years ago, I began a new position in tech support. There was no structured on-boarding process for me to learn the primary tasks of my new job. There was no senior staffperson to acquaint me with department culture and the nuances of a typical workweek. I was shown my office and was wished the best of luck. As I waded through an extensive backlog of emails awaiting response, I realized an important software application had been left unattended for my clients. They all were grumpy about the notifications and error messages they were receiving on their computers. I had no experience with this software and had to quickly learn as much as I could about this software application. It was a fairly steep learning curve in addressing the tyranny of the urgent with my clients.
I knew of another IT employee in my workplace, in a different division, who had experience with this software application. I eventually got to meet with them in person in hopes they might help provide me with some pointers in getting up to speed with this new technology I was now responsible for. As I started asking basic questions about the software, I received the dreaded s-word in response. They kept saying I should know how to do this procedure, or that I should know this method of software management. The IT employee did not make any effort to help me with my needs for gaining information about this technology application. More importantly, I sensed they had no interest in supporting a fellow tech support based on the lack of kindness in their tone of voice or the choice of words in how they spoke to me, I felt stonewalled instead of empowered.
When I left this in-person meeting, my inner narrative was telling me how dumb I was about technology in general and I questioned why I was even in this job in the first place. Yes, even tech professionals make their peers feel dumb.
Ever since that disappointing encounter, I made an internal decision to never make my clients feel as dumb as I was made to feel back then. Here’s an example of how I choose to respond when a client figuratively beats themself up after I help resolve their tech issue:
Client: Ugh, it was just one box that needed to be checked?! I’m so dumb not to have noticed this.
Relational Technologist: Hang on a minute. Were you aware of this check box before our meeting?
C: No, but I should have known this.
RT: I don’t want you to consider yourself dumb for missing one check box. How could you be expected to fix this issue if you were never made aware of this checkbox?
C: I suppose your right. But it’s such a simple solution!
RT: [Client’s First Name], I knew where this checkbox was because I work with this software over 40 hours every week year ‘round. You have to contend with this software for a few minutes every now and then. Of course I’m going to know about this checkbox, because I’ve helped a number of your colleagues with this same issue. Now you have the power, too.
or…
Client: Unfortunately, I have a dumb question for you.
Relational Technologist: I don’t think your question is dumb, and I definitely don’t consider you dumb for asking me a question. Now…what’s on your mind?
Tech support professionals have an important decision to make every time they fix a problem for a client. They can make the client feel worse about their computer issue, or make them feel like they have a wise partner in approaching their tech problem. A relational technologist takes the opportunity (especially when their client contacts them in a heightened state of stress, agitation, and professional grumpiness) with kindness to lift up their client when they are feeling bad once the computer is fixed.