Anticipating client needs

Knowing how to fix and configure various types of technical devices and programs does not make someone a good technician. There is a bedside manner component to providing support that some people just do not understand. Aside from fixing what is broken, each time a technician works with a client, they have the ability to really make the client's experience memorable by adding value. Value can be added by anticipating needs, asking the client the right questions, and actively listening, empathizing, and communicating your understanding of the problem. In my experience, many support personnel are great at fixing problems, but communicating effectively often shoots them in the foot. Years ago, when I was studying Political Communications, I was told that people do not care how much you know until they know how much you care. Although this piece of advice was meant for a political campaign, I think it is appropos to most business situations. Take the time to understand your client's business. Anticipate what they might need and ask them. Technology and business only work effectively when they are partnered. It is impossible to partner effectively without having the proper communication lines open.