IT Attitude Check

Computerworld - The attitude with which you approach a situation strongly influences how effectively you address it. The way IT organizations think of (and treat) the people who use their products and services has a significant impact, both on IT’s effectiveness and on how IT is perceived.

Historically, IT organizations have provided services to “users,” a word with primarily negative connotations. User rhymes with loser. It also brings to mind “being used.” Even worse, it calls forth pictures of the recreational drug industry! Simply referring to “customers” instead of “users” can help your staffers develop a better attitude toward the people they serve.

David Maister’s book True Professionalism (Free Press, 1997) states, “Professionalism is predominantly an attitude, not a set of competencies. A real professional is a technician who cares.” A customer care mind-set will influence the way your staff operates.

Here are some ways to achieve that customer- oriented attitude:

Conduct sufficient market research. Most industries do heavy market research before developing new products. Make sure you adequately research the needs of your customers (whether internal or external) when designing or selecting new IT products and services.

Acknowledge the customer’s importance. Without customers, there is no need for an IT organization. Furthermore, jobs requiring no customer interaction are prime candidates to send to countries with lower cost structures.

Treat customers respectfully. The days when IT organizations had all the technical knowledge and could simply dictate terms to users are over. Today’s technically savvy customers expect to explore technical issues and develop systems jointly with the IT staff. Anticipate open discussion, technical input, design compromises and great ideas — particularly from the Web 2.0 crowd.

Discover the real problem. Many customers merely express their frustrations or request systems that address the offending symptoms while ignoring the root causes. Successful IT corporations actively listen to their customers in order to discover the underlying problems. Investigate thoroughly — ask questions, clarify issues, and explore multiple possibilities before designing systems. Look beyond the boundaries of the customer’s complaint.

Set customer expectations correctly from the beginning. Be honest and realistic about the effort required, whether you are designing a new system, fixing a problem or preparing a business case. Don’t just tell customers what they want to hear, even when they persistently demand that you do. (You will pay later if you succumb.) Continue to manage expectations throughout any IT endeavor. Keep your customers well informed, especially if for any reason costs will increase or deadlines will slip. The closer to a deadline you confess, the more fallout you will suffer. Never surprise a customer about costs or schedules.