As the world of technology becomes
more complex, you as a high-tech worker or consultant will start to
feel the effects of this complexity. In the past we may have prided
ourselves on our ability to provide a solution to every client, but
today the world is simply too complicated to allow that. Too frequently
these days we find ourselves standing between two, finger-pointing
corporations who insist to the end that the problem is not their fault.
Despite your best effort, you will have to admit, sometimes, that you
can't help the client any further.
This week I visited a new client to set up their DSL. Yes, even today
there are still many people using a dialup modem to connect to the
Internet. Normally, these broadband installations are simple and
straightforward, as long as the telephone or cable company has
activated the line. There
are times I have to contact tech support to solve a small problem,
but even these questions are usually handled quickly. In this case,
though, while the connection was somewhat active, it was not stable.
I had it working at one moment, only to lose it the next. After contacting
tech support, they ordered an on-site visit to check the line and
insure there were no problems.
Of course, the telephone company checked the line, only to say that
the line was ok, but the modem that had been delivered by the ISP
was faulty. Subsequent calls to the ISP resulted in a stonewall
and a refusal
to deliver a new modem. There we were, stuck between two companies.
As of the writing of this column, we have not come to an agreement
yet. I am sure it will take several more phone calls and hours of
wasted time. In the end, though, there is little I can do for the
client except
act as an advisor and technology translator and help them navigate
through the problem.
When faced with a problem such as this, you have to insure that you
don't become the focus of the client's anger and frustration. I am
very careful to insure that the client knows I am doing all I can.
I will assist them with phone calls to vendors, even to the point
of having them create a conference call if I cannot be on-site.
I explain
very clearly to them the responsibility of all the players and what
we, together, can do to resolve the issue. You must be on their side
or the vendor's problem will quickly become yours.
Do everything you can to provide alternatives. In cases where DSL
is unavailable or unreliable, I will help the client to investigate
cable
modem or wireless broadband...whatever might provide a solution.
This can sometimes lead to several hours of unpaid work, but I
believe that
the potential earnings from a client often make up for these initial
problems. That said, there comes a time when you simply have to throw
up your hands and give in.
It can be very frustrating and disheartening for you when you realize
that no adequate solution exists to a client's problem. I am always
reluctant to suggest the purchase of a new computer or a return to
older technology, such as dial-up, but sometimes you have no choice.
Circumstances such as the environment, utility infrastructure, uncooperative
vendors and more can eventually put enough roadblocks in your way
that a project is no longer feasible.
It can be difficult, so you must clearly explain to the client the
realities of the situation. Carefully go over each step of the process
and detail each problem. Next, do everything in your power to return
their system to the basic functionality they had before. Make sure
their dial-up networking is functioning or their older software continues
to work. I do my best to fulfill the ancient Hippocratic oath in my
own way and "do no harm." I think this is the best standard
possible to guide your work. Finally, let them know if there might
be a time to re-visit the issue in the future. Perhaps they will be
buying a new computer or moving to a new location. Let them know that
you are still available for any other problems or questions they might
have in the future.
There comes a time when circumstances, corporations and technology
will conspire against your best efforts. Do the best for your clients
and yourself by understanding when you simply can't help them any
further. Do all you can and then move on -- and hopefully they
will, too, once
they understand the road blocks. If you do this correctly, you will
retain your client and develop a good working relationship, even
if you can't solve this particular problem. If you handle the situation
poorly, you will be lumped in with the creator of the problem and
seen
as part of the problem, not someone who is working in the client's
best interest. When this occurs, the damage to your reputation and
your career will be dramatic.
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