Geeks believe that creating good experiences stems from making deadlines, providing superb technology, and providing every neat feature imaginable. Too bad the rest of the world does not feel this way. Geeks can do all of this and make a great experience for themselves. However, this can sometimes lead to very bad and poor experiences for the user or client. With new tech comes new risks. A lot of technical people are too focused on technology and they see right through the needs of the client. This is especially relevant in introducing new technology. In this blog, we will discuss ways to create a good first encounter and experience with clients, while introducing new tech.
First, the technical person must understand where the client is coming from. It is important to appeal to them emotionally and try to predict how they will feel when you first come into contact with them. Before meeting with them, you should ask yourself a few questions. Questions like, “What does their job entail?” or, “How do they feel about using technology in the work setting?” You should also try to anticipate how they will feel about the new technology and also try to realize how or why this new technology can be better for them. Maybe they are used to what they have. How would you convince them otherwise? This is something I struggled with in the past with my parents. Talking them into getting smartphones was a long and troublesome process.
Next, you should imagine what could go wrong. When many geeks were asked what could go wrong in the situation of introducing new tech, a list was made.
Here are a few points:
- Systems are shut down right before major deadline
- New tech makes work harder and takes away some functionalities
- Help contact is just as lost as they are
These are all examples of bad experiences with new tech. It is crucial for your success to avoid these at all costs. Healthy relationships stem from a good first contact.
Next, you should plan ahead in order to avoid disasters. Disasters being related to the bulleted list above. The biggest point to this is testing the technology upon release. You should make sure that the the h has no bugs in it that will cause problems for the user. Test what you are releasing over and over until it is correct and offers the most functionality for the user. Getting rid of all inconvenience is crucial in order to keep the client happy. I personally always double check and test things before sharing with others. It is a good idea in all aspects of life and work.
Upon doing these three things, all that is left is the execution. When executing, or installing, new tech for clients you should be prepared for anything that may come your way. It is also important to show patience and kindness towards the client as they try to learn the new tech. It is I’m;ortant to answer any questions they may have an emotionally appealing way, not a snarky logical way. I often struggle with this. I usually look at friends or family members like they are stupid when they ask me really simple tech questions. Example being my mother asking me how to close her apps on her new iPhone.
Conclusively, the first encounter is very important for businesses. It is important that tech people be personable when providing new tech for nontechnical people. This can lead too long and healthy relationships with the client and it makes for a better business. This process is also easier if the client makes an effort as well. But, as always, follow the tips above in order to execute the process correctly.