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I just added someone to my $h!t list today.
I got a laptop in for a new hire in another building the other day. OK, no big deal. I reflash it with the latest version of XP (and our loadset) that we have. This normally takes an hour or two but only 10 minutes of my time (I start it then let it go).
I delivered it yesterday morning (amongst a very busy day) and told the "manager" that the laptop was in the box with a new version of XP, plus a power cord, laptop bag, and maybe a keyboard and mouse. She seemed a little confused but didn't say anything.
On the way back to my main office, I had to go on a conference call. During the 2 hour conference call the "manager" called me 3 times. Then, they called their supervisor and the supervisor's executive admin (I'm assuming a few times considering the admin's frustration over the situation). They also called my supervisor several times over it.
Why?
1) An application that they wanted wasn't insalled.
2) I didn't stay around to set up the laptop (in an empty cubicle? I think not) and wait for the new hire to arrive so I could train him on the laptop.
OK.
1) For the application I emailed her 3 ways to get the application if they are unable to reach me.
2) I told them that we do not train, that is either the department's responsibility or the training department's responsibility.
Their response?
1) It's not their responsibility to go to a site (set up for all employees) to install an application nor is it their responsibility to log tickets to get issues resolved.
2) They do believe that it is my responsibility to train people on how to use their laptop and their applications. (Plug it in, hit the ON button, how hard can it be??). They actually said "you don't sell, so why should we do support?" Really now? Then how come your ENTIRE TEAM is asking my opinions on phones or computer equipment? Sounds like I AM selling.
So, what is included with being on my $h!t list?
1) No more proactive support. Meaning I won't check up to make sure their equipment and their team's equipment is working well.
2) No more 'questionable' support. If it's not my job, then I won't do it and I will easily tell the manager that. Sure, I've bent the rules in the past but I won't anymore. No more calling me asking me to do this little thing or that.
3) All support is 100% by the book. No more swapping PCs out on the fly, I'll order parts and make them wait.
4) No more "benefit of the doubt" for the manager.
5) No upgrades.
6) Your office is over an hour away for me and you will no longer be a priority (this can be a big one).
Since I was going above and beyond for them before, they have no logical reason to complain about me since now I will be treating them by the book. Plus, I had a long chat with my team lead about this and she agrees with me, this person expects to be held above the policies, which is not going to happen anymore.
I got a laptop in for a new hire in another building the other day. OK, no big deal. I reflash it with the latest version of XP (and our loadset) that we have. This normally takes an hour or two but only 10 minutes of my time (I start it then let it go).
I delivered it yesterday morning (amongst a very busy day) and told the "manager" that the laptop was in the box with a new version of XP, plus a power cord, laptop bag, and maybe a keyboard and mouse. She seemed a little confused but didn't say anything.
On the way back to my main office, I had to go on a conference call. During the 2 hour conference call the "manager" called me 3 times. Then, they called their supervisor and the supervisor's executive admin (I'm assuming a few times considering the admin's frustration over the situation). They also called my supervisor several times over it.
Why?
1) An application that they wanted wasn't insalled.
2) I didn't stay around to set up the laptop (in an empty cubicle? I think not) and wait for the new hire to arrive so I could train him on the laptop.
OK.
1) For the application I emailed her 3 ways to get the application if they are unable to reach me.
2) I told them that we do not train, that is either the department's responsibility or the training department's responsibility.
Their response?
1) It's not their responsibility to go to a site (set up for all employees) to install an application nor is it their responsibility to log tickets to get issues resolved.
2) They do believe that it is my responsibility to train people on how to use their laptop and their applications. (Plug it in, hit the ON button, how hard can it be??). They actually said "you don't sell, so why should we do support?" Really now? Then how come your ENTIRE TEAM is asking my opinions on phones or computer equipment? Sounds like I AM selling.
So, what is included with being on my $h!t list?
1) No more proactive support. Meaning I won't check up to make sure their equipment and their team's equipment is working well.
2) No more 'questionable' support. If it's not my job, then I won't do it and I will easily tell the manager that. Sure, I've bent the rules in the past but I won't anymore. No more calling me asking me to do this little thing or that.
3) All support is 100% by the book. No more swapping PCs out on the fly, I'll order parts and make them wait.
4) No more "benefit of the doubt" for the manager.
5) No upgrades.
6) Your office is over an hour away for me and you will no longer be a priority (this can be a big one).
Since I was going above and beyond for them before, they have no logical reason to complain about me since now I will be treating them by the book. Plus, I had a long chat with my team lead about this and she agrees with me, this person expects to be held above the policies, which is not going to happen anymore.
I AM the evil bastard!
rb
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