Last month, I had a familiar experience while flying to a client meeting. I was on a flight with an airline I’ve used countless times before, and I asked for a meal I’ve ordered on many occasions. Unfortunately, this time the meal was disappointing: the chicken was dry, and the vegetables were overcooked. When the flight attendant, doing her usual rounds, asked me, “How was everything?” I gave her an honest answer. Her reaction was one I’ve seen all too often when service staff are confronted with dissatisfaction. She seemed taken aback, as if my feedback was inappropriate and quickly moved on to the next passenger.

This response, while not uncommon, highlights a significant issue in customer service. Ideally, the flight attendant should have focused on my feedback, listened carefully, apologized sincerely, and taken steps to address the issue — maybe by offering an alternative meal or informing the crew leader. The matter should have been noted and brought up again before landing, possibly with a gesture of goodwill, like a complimentary snack or a discount on future services.

Now, let’s switch gears and think about the relationship between IT professionals and their customers. A key difference here is that in IT, the question, “How is everything?” is rarely asked. IT professionals are often so pressed for time that they struggle to complete their tasks, let alone engage in meaningful conversations with users. As a result, feedback from customers often only surfaces when frustrations have reached a boiling point.

This delay in communication leads to three significant problems:

1. Escalated Frustration: By the time a customer speaks up, they are usually quite frustrated. This heightened emotion strains interactions, and the customer demands immediate solutions, which are often not readily available.
2. Unspoken Issues: Many users will never voice their complaints. They tolerate subpar systems or services and may even start resenting the IT department. This silent dissatisfaction can damage relationships and the reputation of the IT team without anyone realizing it until it’s too late.
3. Negative Perceptions in IT: When IT professionals only hear complaints, they begin to view customers in a negative light. The relationship becomes adversarial, with customers seen as constant complainers rather than partners.

Listening and Apologizing: A Human Connection

Returning to the airline example, effective problem resolution involves two critical steps: listening and apologizing. Listening allows the flight attendant to fully understand the issue and its impact on the passenger. An apology conveys two important messages: “This shouldn’t have happened,” and “We will work to make it right.”

In IT, listening does happen, especially in help desk scenarios, but it often stops short of understanding the full context. Once a problem is categorized, further listening typically ceases, which can lead to misdiagnosis and frustration.

Apologies in IT are even rarer. This is likely because many IT professionals see an apology as an admission of fault or liability, which isn’t the case. An apology is a way to empathize with the user, acknowledging their frustration and showing a commitment to resolving the issue.

Problem Resolution: Beyond Quick Fixes

After understanding the problem and offering an apology, the next step is to find a solution. Sometimes, the resolution is simply explaining how to use a system feature, which IT teams often view as a nuisance. However, frequent requests for such explanations signal an underlying problem, such as overly complex systems or inadequate documentation. Identifying and addressing these root causes can prevent similar issues from recurring.

For more complex problems that require action beyond a simple explanation, IT teams should focus on process improvement rather than assigning blame. In an airline or any other service industry, the response to a problem depends heavily on the processes in place and the resources available. IT can learn from this by ensuring that problem-resolution processes are robust and adaptable.

Follow-Up: Building Trust and Satisfaction

The final step is follow-up, a crucial but often neglected part of the service process. In the airline industry, following up with passengers reassures them that their feedback is valued and that their concerns are being addressed. It also increases the likelihood that they will choose the airline again in the future.

In IT, follow-up is equally important but often overlooked due to resource constraints and the assumption that customers have no alternative. However, by neglecting follow-up, IT misses an opportunity to improve customer satisfaction, boost morale within the team, and catch unresolved issues before they escalate.

Recommendations: Applying Service Industry Lessons to IT

Here’s what we can take away from the airline crew example:

1. Encourage Informal Interactions: Allow IT staff the time to ask users how things are going. This proactive approach can help identify small issues before they become major problems and foster a positive relationship between IT and its customers.
2. Emphasize True Listening: Train IT professionals to listen fully before categorizing and addressing complaints. Understanding the full context is key to effective problem resolution.
3. Teach the Value of Apologies: Ensure that IT staff know how to apologize without taking personal blame. An apology shows empathy and a commitment to resolving issues, which can go a long way in maintaining positive relationships.
4. Focus on Process, Not Blame: When resolving problems, look for process improvements rather than assigning blame. Even when mistakes happen, they are often the result of flawed processes that can be corrected.
5. Don’t Ignore Simple Solutions: If multiple users need the same explanation, consider it a sign of a deeper issue that needs addressing.
6. Implement a Follow-Up Process: Create a process for following up on customer complaints. This can be done systematically or randomly, depending on resources, but it’s vital to ensure that problems are truly resolved.

Conclusion

Starting with a simple experience on a flight, we’ve explored how the lessons learned from service interactions can be applied to IT. Just as I would expect better service in a higher-end airline, IT customers deserve top-notch service, too. By adopting some of these practices, IT teams can improve their relationships with customers, leading to better outcomes for everyone involved.