Ok, so this was stolen from Why You Should Treat Your Mechanic Better, but the same rules apply, and to a large extent they can be applied to any distributor serving their customers tirelessly day after day.
So the next time you have that customer who isn't treating you the way that you think they should, share the blog post and let them see the other side of the coin. Make sure your customers understand you are partners, and friends. It will make everything better.
While most customers engage their IT Guy with courtesy and friendliness, some people insist on treating IT Guys badly, whether it’s constantly calling them for an update on your ticket, or telling them that your uncle’s cousin’s brother-in-law knows the problem better than they do. Regardless of what it is, if you’re one of those people, here are 7 solid reasons why you should treat IT Guys better the next time you go call the help desk.
1. They’re just trying to do their job
The few dishonest IT Guys out are the ones that give everyone else a bad reputation. People always want to talk about or review a terrible experience, but not always a good one. When a IT Guy gives you a quote, don’t immediately think they’re tying to screw you over. Most are no different from you or me. They get in at 8am, work hard all day and get out at 8pm. (if they are luck) It’s a tough job, and most of them are just trying to provide for their family, and not trying to bankrupt you.
2. They work on something that you have no understanding of
When you bring your problem to an IT Guy, you are essentially saying to them, “You’re the expert, and I’m not exactly sure how to fix this.” Treating them nicely shows that you truly need their assistance. Being a jerk about the cost or saying that they’re not doing the right thing while still bringing your problem does not give the IT Guy much incentive to want to fix your problem or take you back as a customer the next time you have an issue. Moreover, don’t go into it thinking they’re trying to sucker you for your lack of knowledge. Give them a chance before getting too defensive.
3. They’re a free bank of knowledge
Maybe this one only applies to the curious types. But, if you’re the least bit interested in how your stuff works, a good IT Guy is better than any website or YouTube video out there. Most will be happy to talk with you if you’re interested in what they’re fixing, how they fix it and what it does. Being nice to them will only encourage this kind of knowledge sharing.
4. They’re probably a decent person.
Actual work aside, most IT Guys are good, hardworking people. That’s a simple fact that I think gets overlooked by a lot of customers. There’s a heavily portrayed stigma that all IT Guys are grumpy weird people, which couldn’t be farther from the truth. Don’t pass judgment on them because the problem you brought them is bigger than you anticipated, or because the issue needs time to fix.
5. They work just as hard as you do.
So, your ticket has been in process for a few days longer than anticipated. Yes, this can be a large inconvenience, but if you go in there and your problem is still being attended to, then the IT Guy and crew are doing all they can to get you back up and running. Before getting in their face, make sure you look at the situation objectively to see if they are truly working hard to get your situation resolved. (If not feel free to complain, you have my blessing..)
6. They’re working on a very valuable possession.
Think about how much you need your computer system. Even if you’re leasing/renting it, think of how much you’re pouring into it each month. If you want the job done right, and you want meticulous care to be put into the work for your system, then treat the IT Guy respectfully.
You get what you pay for.
Might as well be nice and have your expensive system run well.
7. They’ll appreciate you as a customer.
When you start things out on the right foot, a lasting friendship can be made between you and your IT Guy. Not letting the little things get to you (i.e. a project being a day late, or the bill being raised from the estimate) can help you create something great. Maybe down the line when you have a little problem they’ll fix it, no charge. You never know!
Friendship is essentially a partnership. - Aristotle