Ever get that sinking feeling? That pit-of-the-stomach sensation when you know something's gone wrong. Business owners know what I'm talking about. We get it when that customer calls to complain about a job. Or when a supplier's key shipment doesn't arrive on time.
You're a business owner. You know this feeling. When is it the absolute worst? When it's a technology support issue. You come to work and your computer screen is not the way you left it the night before. When you arrive at your office this morning, you're not greeted by the typical desktop. Instead, the screen is frozen at "Windows is starting up." An update that automatically downloaded last night screwed something up. Your screen is black. And now so is your mood.
You watch the screen for a few minutes, waiting for something to happen, but you know nothing will. Finally you restart the computer. Twice. Same result. Now you have that sinking feeling. You see your morning slipping away: This computer isn't going to start. And neither is your day. Until you get some help. You will have to call technical support. But halt your hyperventilation—there's no need to worry at all. As a fellow business owner, I'm going to help you. Because I've learned how to handle technical support with a few rules for people like us.
You can get angry if you live in a city where it snows half the year and your team starts the season 0-4. You can get angry every time you hear that Jennifer Lopez is paid $12 million to be a judge on American Idol. But this time, getting angry won't help anyone. And it won't help you get your issue resolved any quicker. If you're running your own business, the last thing you want is for your employees to see you storming around your office, wildly swinging a golf club over your head like a tomahawk while you kick over your chair and repeatedly yell "Why, why, why!" It's enough that your family's seen this behavior. You must give employees the impression that everything is in control. That YOU are in control. You are a businessman. You are Don Draper. So do what he would do at 8 a.m.—have a bourbon and a smoke. Microsoft (MSFT) Windows never rattled Don Draper, right? So be calm.
Of course it's annoying that you have to wait on hold. And we all realize how aggravating it can be when you have to punch in your "customer ID," ZIP code, mother's maiden name, favorite vacation spot, and social security number into the automated system three times, only to be asked for that same information again the minute a live person comes on the phone. It's not his fault. The technician is just doing his job. He's going to be nice. You need to be nice, too. You're a business owner. How would you like it if some customer was being a jerk to one of your employees? You're not going to get on his good side by being a jerk to him. At best, you'll earn the right to be put on hold five more times than necessary or be forced to sit and wait in silence for many extra minutes, wondering what he's actually doing as he's clicking away on his keyboard.
You know from running your own business that sometimes the answers can't be delivered immediately. Don't you wish your customers would also be a little more patient when they call with a problem? Of course you do. So take a deep breath. Don't worry about those long silences on the line when you think you've been disconnected. He's there. He's probably just mulling things over. Or talking about the issue with his colleagues. Whatever. Be patient. Answer the questions. Take this time to rearrange your schedule. This problem will ultimately get resolved. It's going to just take a little time, that's all. Don't even consider grabbing the golf club again and knocking that picture of your wife and kids at Disney (DIS) off your desk.
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