IT Problem Solving: Stop Solving the Wrong Problem

The Tech Problem Wasn’t the Real Problem

A few years ago, I watched an IT technician spend nearly an hour restoring access to a network share. The user had reported that she couldn’t open a file she needed, so the technician did exactly what he had been trained to do. He checked permissions, verified network connectivity, confirmed Active Directory membership, and eventually restored her access. Technically, it was excellent IT problem solving.

Unfortunately, it wasn’t what the customer needed.

About ten minutes into the troubleshooting process, another employee walked by and asked, “Which file are you trying to open?” The user mentioned the filename, and the coworker replied, “Oh, I have a copy. I’ll email it to you.” Problem solved. Well, at least the real problem was solved.

The technician continued repairing the network share because it still needed to be fixed, but the user’s immediate need had been met twenty minutes earlier. What she actually wanted wasn’t access to a network drive. She wanted the information in one document so she could finish a project before her deadline. We must understand the business reasons behind user requests.

Read the entire article below the videoe.

IT Problem Solving: Solving Human Problems

If you’ve heard me speak or attended one of my trainings, you’ve heard me say, “Our jobs in IT are not about technology. Our jobs are about developing creative technical solutions to perplexing human problems in the workplace.” That’s more than just a memorable quote. It’s a reminder that technology is almost never the customer’s goal. It’s simply the tool standing between them and the work they need to accomplish. Ideally, technology should be invisible to users.

One of the easiest mistakes IT professionals make is assuming that the problem presented is the problem that needs to be solved. Someone reports that email isn’t working, a printer is offline, or a VPN connection keeps dropping, and our technical instincts immediately kick in. We start thinking about possible causes and likely fixes before we’ve fully understood what the customer is trying to accomplish.

That’s understandable. As technical professionals, we’re wired to solve problems. Unfortunately, we’re often solving the wrong one, or only part of the problem.

Customers rarely contact IT because they care about printers, VPNs, or file shares. They contact IT because those technologies are preventing them from doing their jobs. The technology is the obstacle, not the objective.

What is the Customer’s Objective?

The difference matters because understanding the customer’s objective often changes your response. A salesperson who can’t access a presentation five minutes before meeting with a client has very different needs than someone who simply wants to organize files before leaving for vacation. The technical issue might be identical, but the urgency, business impact, and best solution are completely different.

One of the most valuable questions you can ask is, “What are you trying to accomplish?” That simple question often reveals opportunities that wouldn’t otherwise occur to you. Perhaps another employee has the document they need. Perhaps there’s another application that can accomplish the same task. Maybe a different printer could handle the job. Perhaps a temporary workaround allows the customer to keep working while you investigate the root cause.

The Tech Issue Must Be Resolved, Of Course

Notice that none of those alternatives replace fixing the technical problem. The network share still needs to be repaired. The VPN still needs to work. The printer still has to print. But solving the customer’s immediate business problem first demonstrates that you’re focused on their success, not just your technology.

Before jumping into troubleshooting, pause long enough to ask yourself three questions. What is this person trying to accomplish? What’s preventing them from accomplishing it? Is there another way to help them reach that goal while I work on the underlying technical issue? (Or, maybe fixing the tech issue is the fastest resolution. Your customer just wants to get back to work.}

Those questions shift your thinking from repairing technology to helping people succeed. That’s where great customer service begins.

The best IT professionals understand that success isn’t measured by whether a server comes back online or a printer starts printing. Success is measured by whether the customer can get back to work.

That’s what our jobs are really about.

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