Better tech support in 3 easy steps, Part 2
Now that you've assembled your crack team of technical support pros, you've got to get them into action. You need to sell your ideas and plans to both your group and the company at large. Get the departments on your side one by one, using the right approach for each. It may take a touch of marketing, writes Journyx's Randy Miller.
Part 1 of this three-part series looked at assembling the best possible technical support team. Part 2 covers how to reorganize your company in order to take full advantage of your new and improved group.
How well does it normally work when you tell someone to do something? It depends upon your relationship to that person. A complete stranger will ignore you. An acquaintance might tell you "no" before they ignore you. A friend will probably explain to you why they aren't going to do what you told them.
A sibling will hit you. Your spouse will laugh. Your kids will pretend to obey while they secretly do exactly the opposite behind your back. Or they will do it and whine incessantly. People who work for you will sometimes do you the honor of attempting to do what you tell them to. That, frankly, is as good as you will ever get.
