Helping the Help Desk

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It’s been a long slog moving my blog (mmm, alliteration!) from Typepad to WordPress, but the thing is finally done. Oooof. I did most of it, except for some initial heavy lifting, myself. Now, why did I do that, when I’m always harping on people to delegate or outsource what they’re not great at doing?

Well, I’ve always been a do-it-yourselfer. Some things I like doing, some things are more time consuming to explain than to do myself and some things I want to learn about because I know I’ll need to use that knowledge in the future. That knowledge will also help me ask better questions and therefore get more useful information next time.

The initial job of moving all my posts looked pretty daunting, and I don’t plan ever to do it again, so getting help made sense (thanks again, Shannon!). But the next bits; where stuff is in the domain manager, the database password and why I might ever need it; this is good stuff for me to know. I am still a babe in the woods regarding the technical end, but I’m better at not getting into trouble.

I still ask for help. In the past few days I logged about 3.5 hours with the GoDaddy support system. Some of the support unfortunately made the problem worse, but I learned a heck of a lot about what was going on. By the third call, I actually sounded kind of expert-y.

That third call was really short. I explained that I needed to recover my database password. The support guy asked me why. I told him. He said, “That’s a great reason! Okay, let’s get started.” He explained that people often ask for specific information and then completely mess things up. We quickly went through the other issues I had and got things to work. Badda bing, badda boom.

He complimented me on knowing quite a bit about how things worked. It wasn’t just a compliment, though, because he said that my knowledge made it easier for him to help me.

I realized that one my my goals with this blog is to make it easier for me to help my clients (and help potential clients become clients). Whenever a client comes to me and does the four things listed below, I can help them (or it’s obvious right away that I can’t).

Is it clear to you what I do? If not, give me some advice in the comments! We strive to please over here.

  • Know what you want
  • Express it clearly
  • Don’t be afraid to ask stupid questions
  • Speak up when things start going south