We all know hear about the end-users from hell, but I seem to get the end-users that always have something to say that just grinds my nerves, but I do my job regardless. I have had someone spill my coffee when they come up to me everyday this week. Who then proceed to tell me how urgent their problem is (one just deleted a file and didn’t know about the recycling bin). Others will tell me how much more money their kid makes working with computers at the super big company while I fix there stuff.
My question is how do you spiceheads deal with it? Do you put on a smile? take a coffee break in the server room? shuffle the queue?
How do you handle the nice ones who appreciate you? Do you reward them? prioritize them? linger on site? or treat them like everyone else?
18 Spice ups
What are you talking about here? 
I cost more depending on how bad they get. There’s a fee for putting up with them. If they get overly obnoxious, they get fired as a customer.
3 Spice ups
If only I could 
I’m end-user support a school system, it’s do it or I get the hammer.
2 Spice ups
Evan7191
(Evan7191)
5
I try to be as patient as possible, which isn’t easy. I’ll admit that repeat offenders have to wait longer than usual. I shouldn’t do that intentionally, but I do.
I help the nice users promptly, because they have earned it.
3 Spice ups
Day-job has nothing to do with IT at all. Sideline work, this is what happens. Thankfully, I don’t need any of them … I make a living at my day job so if they get nasty, I simply walk away from it. 
Evan7191
(Evan7191)
7
I have a user who is very disrespectful to IT, but I think that she doesn’t realize that she’s being disrespectful. All of her issues are “urgent,” but whenever I try to assist her, she makes me wait 5 minutes while she “finishes” writing an email that she hasn’t even started composing. Most of her problems are self-inflicted, but she gets an Eeyore attitude and blames Microsoft for “changing” functionality that has been consistent for a decade. She uses that as her excuse for not learning anything new. I try to teach her how to do the things that she says she wants to accomplish, but instead she whines that her way doesn’t work. She expects the system to read her mind and adapt to her wishes, and then she gets mad at me for not taking her side.
I can support technology, assist users, and train people to use new skills, but someone else’s determined resistance to using the company’s mandated tools properly is not my problem.
4 Spice ups
Lately, for the people that “help” me in a positive way, I’ve been giving them “gifts”. I found a couple of boxes of diskettes. I draw on them and hand them out sparingly. The users seem to like it. With regards to the “other” people. I just give them bare minimum service lol
3 Spice ups
Juwels
(Juwels)
9
As far as the really good ones, I always make it a point to let them know how appreciated their behavior is. As for the pains, well, luckily I have thick skin.
1 Spice up
weirdfish
(WeirdFish)
10
I throw on my version of this expression.
conduct myself professionally, provide exactly what is required of the situation, then move on.
Any bitchy e-mails about how their equipment is old and outdated get met with facts that refute every one of their false assertions. And I reply-all because they’ve included my boss and their boss in the e-mail chain (sorry, but when attempting to run me over with the bus, make sure I’m not prepared for it before trying to push me into traffic).
Because that’s when this happens.
3 Spice ups
I feel your pain.
I worked public education for fifteen years. I won’t go back.
3 Spice ups
Ahhhhh, it’s time to relax,
and you know what that means,
a glass of wine, your favourite easy chair,
and of course this compact disc playing and your home stereo.
So go on, indulge yourself,
that’s right, kick off your shoes, put your feet up,
lean back and just enjoy the melodies.
After all, music soothes even the savage beasts.
1 Spice up
“My question is how do you spiceheads deal with it? Do you put on a smile? take a coffee break in the server room? shuffle the queue?”
I have always put on a smile and gritted my teeth to keep back what I really would like to reply with. But I have always been the “calm” one in our group and always get stuck with the “hard to deal with” crowd. I usually take a much needed walk around the block to chill after dealing with them.
“How do you handle the nice ones who appreciate you? Do you reward them? prioritize them? linger on site? or treat them like everyone else?”
You can definitely tell who the nicer ones are if you watch me. I tend to stop by their desk on my way through their area and sometimes chit chat. I probably shouldn’t do that as much but it just a nice change when you have a nice person to deal with instead of the usual I D 10 T. I do prioritize. I jump on certain tickets and take a little longer on others depending on who you are and what you have put me through.
1 Spice up
james590
(James590)
15
kill them and hide the bodies
no, wait
service with a smile, that’s it.
phew that was close
1 Spice up
I guess my answer would be I don’t let them grind my gears.
For example, if I had someone spill my coffee more than once, I’d be thinking, “I should cover this coffee so it doesn’t spill.” Or, “Maybe I shouldn’t keep my coffee where someone can hit it.”
As for the rest, it’s all about your attitude, not theirs. No matter what they say or how they behave, it’s the same fix for us. Irate person with a deleted file? Restore it. Angel lamb with a deleted file? Restore it.
So, who cares how they behave? That’s up to them. How you behave is up to you. No one can aggravate you. Only you can aggravate yourself.
User: I deleted a file by accident and I need it back right away! It’s urgent!
You: I’m certain it is. Let me see what I can do to get that file back for you as soon as possible.
User: I need it right now!!
You: Of course you do. The sooner we get started, the sooner I can get it back.
User: It’s taking too long!!!
You: I can certainly see how you’d feel that way. It can be stressful when this happens. The process isn’t that long and it should be done shortly.
7 Spice ups
Before enlightenment: chop wood, carry water. After enlightenment: chop wood, carry water.
1 Spice up
My question is how do you spiceheads deal with it? Do you put on a smile? take a coffee break in the server room? shuffle the queue?
How do you handle the nice ones who appreciate you? Do you reward them? prioritize them? linger on site? or treat them like everyone else?
For me it depends on who it is. For instance I have one guy who has hired four people. Each time they “temp agency” wants them to start on Thursday and he is emailing on Tuesday (emailed mark High Importance) to see if the equipment can be ready by then because he has to let the agency know if they should push back the start date. Despite there not being any AD account for them to use because he has not even entered then in to the HRIS system yet. So I usually wait a few hours before responding and telling him it will take a minimum of 24 hours after the employee has been entered before an account is created. Someone like him will always get a delayed response to his emails if he gets one at all from me.
The nice ones are pleasant to deal with. The ones who compliment me get a thank you and a smile. It’s my job and I’m doing it. I don’t need anyone sucking up to me telling me how great I am, or buying me lunch. But I will hardly ever turn down the offers of candy or brownies.
I am guilty of favoring some over most though. I’ll usually fix the issues and take a few minutes to talk if we both have the time. For instance I had been travelling off and on for work the last few months, plus I had vacation and a few other days off. When I was heating up my lunch one person pointed out to me that I she hasn’t seen me in a while and she missed talking to me. She gets prioritized. And two new 22 inch monitors.
1 Spice up
