More Purple Cow Support!
I’m looking for revolutionary improvements in how we do IT Support, not just a few incremental improvement ideas.
What can we do to make our users think, “WOW, I’ve never seen IT Support like that!”?
I think one key is to teach our users to do cool stuff.
When we help people do things that make them smarter and more successful, that is going to make them happy. And some of that positive emotion is going to rub off on us.
How many IT Support groups teach people how to do non-linear video editing, or to sell stuff on e-bay, or make cool looking web pages? How hard would it be to do that?
The other day I took a few min. out of my day and showed one of our users how to hook up to a wireless network at Pannera Bread. She loved it, and has spent the last couple of weekends drinking coffee, and reading e-mail.
For many of us, this connecting to an unencrypted 802.11 network seems easy, but it gave her freedom, and made her feel good about herself. And that’s revolutionary because most of the time, for most of the world, a call to IT Support leaves you feeling frustrated, and stupid.
And that’s no way to treat your customer!
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