I’ve been interwebbing for a long time. I’ve had many roles over the years and some of them involved interaction with these quixotic things we call “customers” but I’ve only recently been involved in a role where those “customers” are not internal. My current role periodically exposes me to the unwashed masses of humanity that claw at my door moaning for relief from their busted gear. It didn’t take long to realize there are fairly easily identifiable categories of customers.
We all have disabilities. My particular disability is that I can’t see the colour grey. That means every customer looks like one of these to me:
- The victim
- The Passive-Aggressive
- The psychopath
- The guy who probably isn’t getting along to well
- The normal human being
You can easily identify the victim. The initial request for helps starts with blame. It begins with phrases like “Your service has broken my thing” or “I am loosing lots of money because of your service” or “YOU ASSHOLE I AM GOING TO SUE YOU”. You know, that type of thing.
I get that we’re selling a technical product and many people are not technical in nature. I can run the shit out of a Linux box, but I have almost no clue how my car works. I understand the frustration, but I’m also not a victim. When my car guy tells me the slarginator needs replacing I don’t fly off the handle and start screaming that he’s costing me $1000 a day because of his incompetence with slarginators. I am not restraining myself because I’m a great guy, I just honestly know that it’s not his fault. I don’t know how the victims of this world end up wandering through life feeling like things are being “done” to them but I can assure you that when you ask someone for help, yelling at them about your broken-ass slarginator ain’t the way to get that thing fixed.