ZEN
Looking over what I wrote for this page it looks like I’m a religious nut. Basically what I’m saying boils down to the basics of every religion. The philosophy is to help the people you come in contact with, whether they be customers, work colleagues or suppliers. Be good to people and treat them like you would want to be treated.
Annoying People
If someone is being awkward/annoying/unhelpful, just think that they are good people that are having a bad day, and treat them as such. Maybe try and make their day better. Remember they are probably under the same kind of stresses that you are under. Wouldn’t it be nice if someone was nice to you on a bad day, so do it to them!
Customer Satisfaction
Customer satisfaction is now, unfortunately just a KPI. It’s a number that indicates how good we are doing or how much money we are making. Remember what it is truly about – about satisfying someone. Making them feel better, bringing them happiness, peace of mind.
Be Nice
Be nice and genuine with people, not because you are trying to sell them something else to make more money, but because you really do want to help them and their company. If this is your primary focus, the riches will follow. Maybe not monitory riches (but I hope they do for you) but it will certainly enrich your life.
Your Life
Remember your job is not just a job, it’s a massive part of your life. Act in your job the way you want to be remembered in life. Enjoy it, have fun and do something worthwhile. It’s your legacy!
Share Your Knowledge
A lot of people like to guard their knowledge. They think knowledge is power, but I say sharing knowledge is power. Think about it. If you don’t tell your clients anything, you will spent all your time doing the same boring job, like putting paper in a printer and resetting passwords! By telling people how to do what it is you do, you free your time to learn new technologies and skills that you can then apply to your clients. By doing this we are the new trail blazers, the new explorers of our age. Find a new skill, teach others how to do it, then find another new skill! This will stop you from becoming bored, increase the IT skills of those you come into contact with AND bring you new work and wealth.
Don't Be a Threat
A lot of permanent staff sees a consultant or a specialist as a threat. They think that it is undermining them. They think that it shows that their boss or company doesn’t think they are capable. It’s important to get these staff on your side as it’ll make your life easier. Phrases like “Let’s see if we can work this out together” help. Involve them in the project. Remember that they don’t want to spend their life resetting passwords and putting paper into printers either! Leave them with the skills to manage whatever it is you put in, and if possible give them the skills to set it up next time. Share the knowledge, and let their bosses know that you think they are capable.
Be Positive
Positive phrases like “I’m here to help you find a solution” have a positive effect. Negative phrases like “I hear you have a problem with your computers” have a negative effect.
You Don't Have to Know All the Answers
You don’t have to know the answers to every problem. I’ve never been in trouble for not knowing the answer to a technical problem. I have however been in trouble for not informing the client of the delay or of the state of play. Customers are unhappy if the are not in the know. We have a saying at Seric systems “No Surprises”. Keep everyone informed and up to date and you will go far.