Have you ever noticed that when some peoples' computers, cell phones, cameras, etc. stop working unexpectedly, so does their ability to be nice?
On occasion I get a call like that from a couple choice consulting clients when they run into technical issues. I know that they are frustrated that things aren't working the way they are supposed to, and I am sincerely committed to helping them get back on their feet as quickly as possible , but just wish they could learn to separate the problem (and it's cause) from the one trying to help them fix it.
I am not the one who made your external USB drive stop working. On occasion you are going to buy something from a manufacturer that does not work properly and will need to be sent back to the manufacturer for repair. While I might have told you about a sale on that particular drive to save you a little money, I never claimed that they were 100% error free, nor does my suggesting a drive mean that I am going to take personal responsibility for it, that is the job of the manufacturer.
What I will do is help you restore your backups (because I always stress the importance of backups) or if was your backup that failed, I can help you set up a new backup drive while your other one is being repaired. If you didn't run the backups because you turned off the external drive that was going to serve as your backup drive, please don't get mad at me about that either. I helped you set it up and showed you how to verify that your backups are working... you have to take it from there.
And I understand how frustrating it can be when things don't go your way. I have had countless billing issues with a certain cell phone provider that I have been with for years, and have had my issues with certain computer manufacturers as well, but I try really hard to separate my frustration with the situation from the person I am talking to on the other end of the phone line whose job it is to help me.
That individual on the other end of the line isn't the one who prepared my cell phone bill, but they are in a unique position of being able to help me get my bill fixed. The nastier I am to that person, the less of a chance there is of happy resolution. No one wants to stick their neck out and work hard for someone who is abusive and unappreciative.
The other thing to remember... mistakes happen. Everyone makes mistakes. If you show people some grace and the ability to forgive, they will usually bend over backwards to make it right for you. If you have a problem and berate the person on the other end of the line and ask how they even manage to get to work in the morning because they are so stupid you're surprised they can even find the way there, don't expect a lot of help on their end.
Before calling, try to come up with a brief outline of what the problem is and what potential solutions you would find acceptable or what you are hoping to gain from making the call. If you are angry and not calm... take the time to calm down before calling.
Figuring out what you want before you call will save you both time and more importantly save you money. I have had the occasional client just call me up to vent about how unhappy they are with things that I don't have the power to fix (a printer that is too noisy because they want to listen to classical music while making prints or similar no-win scenarios.) I will sit and listen to what you have to say, but I will charge you for doing so. I would much rather be charging you for something more productive and solution oriented to help you reach a goal, but if you want to pay me to listen to you rant and rave, go ahead...
Consider, too, if you have a problem with your credit card company or cell phone service provider... explain the problem in detail and tell the person on the other end of the phone what you are hoping they can do to solve the problem, and then give them a chance to work on your behalf.
Droning on and on about what an important client you are to them and how close you are to canceling your service because they have never got anything right in the last 10 years is not earning you any points with the person on the other end of the line... you might feel better in the short-term for dumping on the person, but don't be surprised when they don't want to jump through flaming hoops to help you after your 10 minute monologue of puffing you up and knocking them down.
Please understand also that you are not my (or anyone elses) only client or responsibility. Just because I answer the phone on a Sunday afternoon does not mean that I am going to stop everything (including my afternoon plans with my children) to immediately work for you.
I will do what I can to meet your needs as quickly as possible, but if I am currently committed, I will need to schedule you amidst my existing commitments to people who booked portions of my time before you. Just like when I'm working for you, I am all about meeting your needs and focused on you, my other clients and especially my family, deserve that same level of attention.
I guess all of this boils down to The Golden Rule...
"Treat others only in ways that you're willing to be treated in the same exact situation." (This is more of a modern-day definition, but I like it)
or in the Bible, Jesus said in Matthew 7:12
"So in everything, do to others what you would have them do to you, for this sums up the Law and the Prophets."
I find that the people who are always demanding respect are often the ones who are the most unwilling to show any respect or courtesy towards other people. Be nice... it will make a difference.
