The 5 Be’s of Being Easy to Work With

IT Customer Service Skills (or the Lack Thereof)

I was walking down the hallway with Lou, the chief engineer. We were discussing the need for a patch panel. The one from the professional supply house was about $300. The one from the musician’s store was less than half that. Out of curiosity, I asked, “Why the difference in cost?” Lou snapped, “Okay, just get the cheap one if that’s what you want.” That was a typical type of response from him. He was technically competent, but he was a jerk. People dread working with someone like Lou. Nobody wants to work with a brilliant jerk. There’s no need for it.

Look, you can be the smartest person in the room. You can design complex networks, build highly productive apps, and solve challenging system problems, but if you’re difficult to work with, your technical skills might not be enough to save your career. 

So here are five ways you and your team can be easy to work with. Think of them as the five B’s of being easy to work with:

Be #1. Be Approachable

Be someone others feel comfortable coming to. We’ve all dealt with or seen people who are gruff, disagreeable, or condescending. Remember, we’re here to serve others. Remember that technology can be intimidating, even to smart people. Some very bright people struggle with computers, tablets, and phones. Think of a time when your doctor was describing some medical issue to you. Some doctors were able to explain it in ways you understood, while others spoke over your head. It’s much the same with information technology. Some people are able to explain it clearly while others use unusual jargon and technical terminology that means nothing to an end-user.

Be #2. Be Curious

The most interesting people I know are also the most curious. They may have opinions on various topics, but they’re more likely to ask you about your thoughts on some subject. I heard a quote once: “To be interesting, be interested.” When you’re curious about your customers’ experience, you’re more likely to learn bits of information that can help you in troubleshooting and design. Give them time to describe what’s happening and resist the temptation to jump right into troubleshooting mode.

Be #3. Be Adaptable

Examples of adaptability in IT customer service include translating technical language into common terms that non-technical people can understand and learning new tools quickly as they become available. Being adaptable can also mean changing support channels on the fly. For example, switching to telephone support when email or chat is taking too long. It also might be flexing on rigid company policies when possible to help de-escalate an angry or frustrated user.

Be #4. Be Dependable

Strive to be so reliable that an SLA (Service Level Agreement) is a mere formality. SLAs codify dependability, but, frankly, you shouldn’t need an SLA in order to be dependable. Do what you say you’ll do when you say you’ll do it. Answer calls and tickets quickly. An SLA spells out the exact service(s) to be provided, expected performance levels (including response times), and remedies if those expectations aren’t met. Work to exceed the standards in the SLA.

Be #5. Be Gracious

Use your manners. Say please, thank you, and you’re welcome. Smile. Assume good intent. Stay calm, especially when dealing with difficult people. Remember that most people are not difficult. It’s just that the times when you have to deal with them are times of stress, when something isn’t working the way it’s supposed to and is affecting their ability to do their work.

Back to Lou: I don’t recall which patch panel we ended up getting, but I’ll never forget Lou’s dismissive and condescending behavior. It’s like that quote attributed to Maya Angelou about people remembering how you made them feel. 

You don’t have to be charming and outgoing to be easy to work with. There will times when you’ll have to turn down requests, tell someone they’re wrong, or deliver bad news. Being easy to work with is not about being a pushover; it’s about choosing words that allow the other person to feel respected and cared for. It’s about looking for a possible alternative solution.

Lou was not approachable, nor curious, nor adaptable. He was dependable, but he most certainly was not gracious, not even a little!

That incident with the patch panel was the beginning of the end for Lou’s relationship with our company. Eventually, we all grew tired of him being such a jerk. We replaced him with someone who was sufficiently competent and also easy to work with.

There’s almost always someone else who’s qualified to do the job.

Like I said at the beginning, nobody wants to work with a jerk. There’s no need for it.

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