Doing Vs. Enabling
February 5, 2010
In smaller businesses, too many IT professionals have a major problem.
And that problem?
That problem is a failure to see issues or problems through the eyes of the people that they are dealing with.
When using any technology based tool, people want to perform a function or task, they don’t need belittling baby sitters.
OK, so somebody lacks the knowledge to solve a problem?
An IT staffer or provider fixes it. IT then says; ‘let me know whenever you need that, we’ll do it.’
If we tie our kids shoe laces until they are 15, will they ever learn to tie their own?
Enabling, Not Doing
For SMB IT folks, trust me people are smart! They don’t need you to convert the occasional WordPerfect document to Microsoft Word format for them.
Just show them how.
As Vaughan Merlyn states in this post titled; Are You Falling Into The Customer Satisfaction Trap
In finding and fixing the problem, they made no attempt to help me become self-sufficient in fixing the problem in the future. I knew this was likely to be a recurring problem (as it subsequently proved to be!) and did not relish the pain and wait times associated with reaching their customer support desk!
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Photo Credit malingering via flickr