For us in the tech world we live we acronyms. Everything from IDE, SATA, OEM, PATA, and the list is endless. Add to that things like object oriented programming, C, C Sharp, and C++ and you might as well be talking gibberish to our clients. Now some of us hold to the idea that if we throw around these terms that the client will be impressed and never question us again.
The reality is quite different. The minute that a company comes in and speaks English to these clients they will switch contractors. Back in the days of 8088’s and 286’s I saw this happen all the time. Doctors have taken a real interest in putting complicated medical terms into speech everyone can understand. Lawyers are also joining the move to plain English. It puts you and the client on the same page. The client feels better about the work you do and trusts that you are doing what needs to be done.
“Seeing then that we have such hope, we use great plainness of speech” (2 Cor. 3:12)
People who are sold on the products and services they work with are very aware of the value of plain speech. We should always strive to not talk over the heads of those who need our service. It may slow the conversation down but it will build loyalty to your company.
Ok guys and girls in the tech field the time has come to be big boys and girls and stop picking on the newbie’s to the biz. Every day another gamer decides to enter the wonderful world of tech support and it breaks my heart to say we (as an IT community) tromp their hopes and dreams by using terms like newbie and lamer instead of embracing them into the fold.
The other day Collin got a call from one of his clients. This client has been with me for over 15 years. The client lives in another state and just so happens to be my sister and brother in-law. They have a network of 10 computers or so, a web site, and there are a couple of custom apps they use that Collin and I have created. Anyway, they had a printer die (like they all do in time). They called a local computer store and ordered a replacement, asking the store to send out a tech to install the printer on the network. The tech arrived and after looking at the job asked if he could make some changes to the network configuration. He was politely told that a call would need to be placed to the 15 year old nephew first to approve the changes. The tech then proceeded to say, “Everyone has a nephew who thinks he is a computer expert!” The tech was surprised to find the owners unwilling to allow him to make changes to the network or use his company again. What a maroon!
Long distance tech support is difficult at best and working with a local company for hardware and network support can be a life saver. Embrace the nephews out there and be ready to assist where you can. It is always been my policy to never criticize anyone’s work. I try to teach and assist the nephews out there to understand the choices they have and the consequences of the choices they make. The result has always been a happy client, an encouraged geek, and personal satisfaction for me, and yes, I make a few bucks too.