CHAPTER 6: DEALING WITH THE LOCALS
What are the challenges?
• Enforcing control without losing your customers’ good will
• Defining standards that work for your customers
• Maintaining control against customer resistance.
Who was it that once said, ‘The customer is always right!’? I’m not sure if anyone would be brave enough to own up to being the first to make that statement, but I reckon they never had to deal with your customers, right?
I much prefer the idea that the customer may think that they are always right but, in truth, they are sometimes misguided, often ill informed and, I’m fairly sure, regularly doing things just to mess up your day!
However, let us not forget that without them we in IT support would probably not have jobs, ...
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