UNIX Hints & Hacks
Chapter 9: Users
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9.5 Handling an Irate User |
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UNIX Hints & Hacks |
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Chapter 9: Users |
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| 9.5.3 Not Dropping the Ball |
It happens, and when it happens in the morning you can expect the day to follow in that direction. When it happens towards the end of the day, you may be stuck at work long after everyone else has gone home. Yes, users do and will get upset. You will see users upset over the performance of their computer system, over an issue that hasn't been resolved, over something that is totally out of your control, and they could be upset over something you totally dropped the ball on. The solution is easy: calm them down and make sure they are smiling when they leave. That's all you have to do.
It doesn't take special skills to calm a user down. You just have to know what works. You can take all the psychology courses you want. The courses will tell you what you already know. The number one thing to calming down the user is listening.
You have to listen calmly and rationally. Anyone who has dealt with an irate, out-of-control person will tell you that you have to keep a cool head. In many instances users are not mad at you, but at a situation with which only you can help. You getting upset will not fix the situation. By remaining calm and rational, you can work with users and discuss the problem.
You have to listen to what their problems are. Let users get everything out. They have built up the energy to call you, and by the time you pick up the phone, they are ready to explode. They will want to vent all their frustration. After you figure out what there real problem is, you can begin working on it while they are letting you know what they need from you. In many cases, it is something minor and you can log in to their system over the network and begin diagnosing the problem, or you can start notifying other people within your group (via pagers or email) to start helping.
You have to listen to their needs. Users will always need something from you. You have to convince them that you will do what it takes to satisfy that need, no matter how unreasonable the request is. After they have calmed down, you can deal with what they need offline, or pass their requirements off to someone else.
You have to listen to what they want. At some point in the conversation they are going to let you know what they want from you. No matter how stupid or ridiculous it sounds, you have to let them know that you are going to do everything in your power to get them what they want. If you need to bring others in on the problem, tell the user that you cannot do it alone, but will take the lead and not pass him or her off to someone else.
One of the last things that users want to hear is that they will be passed off to someone else. They just released all the energy, and telling them to call someone else is going to light the fires all over again.
You have to understand. After you have a complete understanding of the situation, you have to assure them that you know exactly what they are going through. Let them know how a similar situation affected you. They need to understand that you are on their side and that you care and want to work with them, not against them.
You have to care. Whether this is a user that you deal with on a regular basis, or the first time you have talked to the user, you have to take the call and follow it all the way through as far as possible. If you keep the call, let users know they are talking to the right person and that you are going to see this issue to the end. Never push them off to someone else if it isn't your problem. You are not a dispatcher. You are a system administrator. If the user asks for the person that would be better suited to take the call and you know the right person to contact, tell the user who it is. Keep in mind, you are there for them, and need to let them know that you care. Users like to hear that even if you cannot help them, you will physically hunt down the person who can and that you are willing to do that for them. Whatever you do, don't lie to them. That will only make things worse.
You have to tell the truth. There are times when you have to come clean and tell the truth if you know immediately what the problem is. Users will appreciate this. If they are calling regarding a system you took down or one that crashed, tell them the truth. Provide a reasonable explanation of your exact intentions, and users should be reasonable. Don't drop the ball. Let users know you will follow up with them and those in charge.
You have to remember everything that you said to users. They will hold you to every word. If you are going to take the call, get the answers the users are seeking. If you need to work with others, stay in contact with users, and most importantly follow up with them regularly. Although you may believe that your users don't appreciate the work you do for them because they don't express their appreciation to your face, they will tell others how they appreciate your efforts. For example, I have been asked by PC users how they can get the level of support I give to the UNIX based users. If they are not using a UNIX system, someone has been talking to them. The users will believe that you go above and beyond the call for them. In reality, it doesn't take much effort. You just can't drop the ball when you are holding it.
Get them the answers that they need. As long as you make every effort to get users all the answers they were looking for they will appreciate the time you put in and attention that you gave them.
Trust no one but yourself. If you have to go to others for help, stay on them until you get your answers for your users. Sometimes you are forced to trust others to find the answer for you. Keep in mind, that to the user it is your fault if those other people helping you drop the ball. I have seen several situations where others helping me forgot about my users' problems. When this happened instead of the user being upset by the situation, they were upset with me. There is also the chance that you will loose some credibility with your users because others have let you down. You don't need that, and those who are helping you need to know this.
Follow through with the user. If you told users you will get back to them, GET BACK TO THEM! If you brush them off and ignore them, you will only loose credibility. When there is bad news, you might want to avoid certain users. If this is the case, use email, or call when you are working late or arrive early in the morning. No matter how bad the news is, they have a right to know. You can always let them know that you still want to find a way to make the situation better and reopen the issue at a later date. Most users will at least appreciate the time and effort you gave them. If you have closed an issue on a good note, always try to contact them several days later with a follow-up call to verify that everything is okay and working as intended. If you are in the area of the user, for extra bonus points, go by and follow up in person. It will appear that you are taking the time out of your busy schedule to follow up personally. Users love the attention.
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UNIX Hints & Hacks |
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Chapter 9: Users |
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