Communication is Key (Score 1)

Several people have pointed out that communication is key. This is very true. Users think that the PC, network, servers, firewall, switch, filter, etc. are magical black boxes that are plugged in and work forever. They don't understand that these things require constant maintenance and support from YOU in order to continue to function. I get a lot of users are grumpy when something doesn't work, and worshipful when I fix something. I treat them with respect and understanding. My ultimate goal when dealing with a user is to get them up and running normally, with as little down-time for them as possible. If that means that I fix their problem while they are at lunch and take mine later, so be it. If that means that I prep a spare PC while they limp along for 30 minutes, then swap it out and do the O/S reload while they are happily working away, so be it. It may take a little more work, but users appreciate it when I show them that I know their job is important. The other thing that is really important is to knock down the worshipful praises. I knock down things like "Oh, you are magic!", and "that's amazing" very quickly. First off, users don't really mean those things. Most times they are expressing relief that they can get their job done, or summoning up their last shred of human decency and trying to make up for the way they treated me when they initially reported the problem. I tell them that it's not magic, it's just my job. It's something I went to school for (I know, I know, stop laughing) and have been doing for the last 15 years. I explain that I don't know how to do their job, and would be totally lost if I was expected to do it. Usually at the end of the conversation (all taking place while I am doing a final once-over on the problem to make sure it is truly resolved), the user is happy, de-mystified, and gives me a "thank you" that they truly mean. Also, someone suggested the "eating lunch with your co-workers" plan. This is a very good idea, but doesn't really work for me, as I often work through my users' lunchtime. The idea is a good one though, and I try to make it to pot-lucks, lame company parties, and always try to have something trivial and light-hearted to say at company meetings. Another suggestion: After working all night on rebuilding the email server, show up to work a little disheveled (glasses instead of contacts, hair uncombed, whatever). Usually someone will ask if you are feeling OK. Respond by telling them the truth; you were up all night working on the email server, making sure that it was up and running normally by the time people showed up to work this morning. Users tend to not even think of us unless something is noticeably broken. If email is working, then it obviously doesn't need to be worked on...right? Showing up tired and showing it every once in a while helps dis spell this way of thinking.