It's all personal

February 27, 2004

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If you work your high-tech magic at the end of a phone line, or deep in the heart of a large corporation, you can easily forget that everything you do is directly important to some other person. Sometimes we hide behind corporate bureaucracy or simple indifference, but the truth is, all high-tech work is personal. All technology is meant to be used by another human being and if you want to be successful in your high-tech career, you must remember this.

Getting to know you

In my work, I am blessed with daily reminders of the personal nature of my work. Instead of working in an office, I work in people’s homes, home offices and small businesses. I don’t have any walls between my work and myself. I actually get to meet my customers face to face. I have direct knowledge of their needs and their frustrations. In my work, it is difficult to not know what is going on. Many of you, though, don’t have that luxury. You work in the cubicle world of corporate America where you might have more than fifty people at a time under your care. If you really want to know your clients, you have to take the time to dig a little deeper. Most importantly, you have to take the time to listen.

My sister, Denise, runs a consultancy in the Palm Springs area and we often compare notes about our clients and our work. As we were talking one night, we came upon an important observation about our clients…they like to talk to us. Often, when we are starting a service or training call, the first 10 minutes or so are taken up with the usual pleasantries and catching up. They are often interested in our lives and usually have something to share from their own. More importantly, though, we both have found that if we try to jump directly into working on the client’s problem, the client can feel shortchanged. After long discussions, we have come to the realization that this is an important part of our success. Whether it is due to our mid-western upbringing or simply a function of our personalities, we don’t mind listening to people and this allows us a deeper relationship with our clients. This, then, leads to a longer and more fulfilling business relationship.

To each his/her own

This might seem odd in the “go-go-go” world we live in, but you need to spend some time with your clients. Not only will you learn something about them, you may also discover ways to assist them in using their technology. You need to resist the urge to “get down to work” and take the time to connect to the people you serve.

Of course, each client is different. Some may want you to get straight to business and you should accommodate them. When you see an opportunity to talk, though, you should embrace it. It is a simple fact of high-tech life that you often spend long periods of time waiting for the computer to do something. Windows installs, backups and other tasks involve a lot of waiting. This is a perfect time to strike up a conversation with your client. I often use this time to provide a mini-Q&A session for the client; answering any questions they might have.

Sometimes the conversation leans towards more personal issues. I am often asked how I learned about computers. Most clients are amazed that I actually have a BA degree in Theater, so this is usually a good conversation starter. Perhaps we have a common, non-technology interest, like hiking, bird watching, etc. Discussions like this can really help to fill the time when you would be staring at a screen doing the technological equivalent of watching paint dry.

Too much information

Of course, any discussion can sometimes lead into areas you would rather not discuss. I have had clients talk about their upcoming divorces, health problems and more. In these cases, you should be the soul of discretion. While you are not bound by the same rules as a lawyer, it is best to observe them anyway. Client information, personal or professional, should also be considered confidential. Don’t share it with anyone. Your business requires a large amount of trust. Clients invite you into their homes, office and lives. If you break this trust, your professional relationship will come crashing down about your ears.

As a high-tech worker it is important to remember that people, not just technology, are your work. While it pays to be professional; in attire, in scheduling, in billing; an important part of every high-tech career is the personal touch you bring to the client. Whether you are dealing with this client over the phone, in email or in person, you need to treat him or her as you would like to be treated, opening up the avenue for a personal connection.

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