My job is to fix technology. I also like reaching out and fix the heart as well.

I helped a client once and instead of sending them an email saying that I fixed their problem I wrote it was fixed and attached it to a sticky on their monitor. It makes people feel so good that you aren’t just a number, but a real person.

So instead of helping people remotely on the computer as much as possible I go to their desk and help them. This is a more human way to support technology. Yes it is less efficient in some ways, and more efficient in others. The bottom line is that they feel heard and helped, and in person almost always beats over the phone support.

So why did I write “writing breathes life into the page”? It is because after I help someone, I almost always leave a note. One of the downsides of having computer issues is that people feel that technology is cold and frustrating. If you can leave people with a good feeling that things are going to be ok, it is very helpful for everyone to do.

I try to imagine myself in the persons situation when they have an issue. They don’t understand it, and it is getting in the way of the deadlines they have themselves. I understand that. It is frustrating when a computer problem occurs, and a prompt response and follow up shows employees how important good support can help them.

It is a pleasure to write something when you type all day. It is a pleasure to sign your name and to give them some encouragement that the problem is fixed. It is wonderful when things get fixed and you had a small part in that. Who can’t but feel good when things work as they should?

Writing a note is a trivial thing to do, but you would be amazed at what happens. Even a simple word of encouragement written or sent in an email is very treasured by people. I have seen emails that I have written that compliment someones skills printed off and posted in their cube. I have had people tell me in an follow up email thanks for the nice thing that I said to them. Kindness in all its forms benefits everyone, even if it is not acknowledged.

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