How to Be a Good Customer - Understand the Process

By not understanding and respecting the intake process of any department, you will likely burn out and drive away some of your best - and most helpful - coworkers.

This is one of the biggest issues facing companies of all sizes, and not just in the IT department - when you don't have a defined process, and those who interact with your department/area of business don't understand or respect those processes, the work suffers. Many employees get burnt out because they "bend the process" for one, two, then every incoming request and instead of standing up for and teaching the process, they find out too late why the processes exist.

If you work at a company with an IT department, you're likely familiar with dealing with "the help desk" in one way or another. I have taught, coached, and managed IT workers on how to handle customers for years, but another thing I like to do is teach customers - and end users - how best to interact with your IT department and what you can do to not drive your IT people crazy. When taking about the department intake process, if you don't try to understand and respect this, you will most assuredly burn out and drive away your IT workers.

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