Everyone has been there. The Internet goes down. Your unsaved work is lost. The application isn't syncing or says it is incompatible. Any number of technical issues come up and if you can't fix them yourself, then it quickly becomes a crisis that involves calling technical support. No one likes it, it is true. So how can you influence getting your issue ticket resolved faster? Try these 4 tips:
  1. Take screenshots
    • Document it if you can! If your issue is escalated from one technician to another, most likely your case has notes attached to it that explain what happened. If you are lucky enough to have online submissions, do some of that leg work yourself. Explain exactly what happened. Did the error pop up 5 seconds after you clicked the link? Before or after the Java loading screen? Did it give you a specific error code message? Take pictures using the PrtScn button and you will help the smart ones understand the problem that much quicker.
  2. Rate the priority truthfully
    • Don't lie. Really. A P1 issue means everything is down for everyone so don't label your issue at this level until it truly is the case. Even if you think you will get a response quicker (which may or may not be true...) when they downgrade that priority level for you, you actually go backwards in the process and it will take longer to get the right person with the right skills to help you. Most companies describe exactly what a "Priority Level 3" vs. "Priority Level 4" is and so choose the appropriate one and you will not get hassled by queue lines.
  3. Pause (maybe even count to 5)
    • I know patience is the last thing you have when dealing with a technical issue, but don't forget to breathe. Let the technician ask his questions, answer them, and wait for the next one. Wait longer... There will be a lengthy time in between because (see #1) they are documenting what is said. Don't feel like every silence means you need to continue talking with more detail or share your emotional turmoil. Let them guide the conversation because, well, they are the experts, otherwise you wouldn't have called them in the first place.
  4. Follow up
    • One thing that you can do proactively is to call and ask about the status of the case. There is no harm is asking what the latest step has been and when it was done. Your call will likely be noted and as long as you aren't recounting your issue every time it can show that you are willing to be available for follow up questions if needed. Know the difference between friendly reminders and pesky nagging and don't do it too frequently.

I hope these tips help! Let me know if you have had a recent positive tech support experience and what you think made the difference. Do you think your attitude affected how soon your issue was resolved?
Even if you are only getting updates from the Daily Google Doodle, you know that the World Cup 2014 (soccer) is in full swing. It is the biggest sport in the world but I can't help but say that I still prefer American football and am impatiently waiting for September kickoffs. I heard one commentator on the radio say something along the lines of one has violence on the field and the other has it in the stadium. I have to agree... but do you? What else does your sports watching habit say about what kind of person you are to work with?
  1. Team player
    • All soccer players practice the same basic skills: kick the ball. Defense, offense, even goalie requires ball control with your feet. In football, the quarterback throws, defense block, receivers catch, and kickers well, kick. There are very different skills that don't translate as easily from one position to the other. On a team, do you prefer to all have the same skills working toward the same goal, or do you prefer to have a team where everyone relies on one another for different specializations?rec
  2. Points
    • Soccer is simple: if the ball goes in the goal (by any player) it scores one point. Football is different depending on what side of the field you are on, if you are kicking or running, and what happened the previous play (i.e. "going for 2"). Having multiple types of goals with various values may be harder for your team to work together towards and multitask to meet deadlines but the higher scoring games means things can change at any moment. In soccer, a goal is a goal and everyone knows when to cheer.
  3. Fandom
    • I'm not going to say that soccer is more exotic but there are exponentially more countries that play the sport. They all speak their own languages, have their own weather patterns, cultures and tactics. And through it all the game doesn't change at all. Fans can root for their country with a whole different level of fierceness, passion, and national pride and it shows. Football fans might dress up crazy but players change hands in the draft, play fantasy versions, and move from city to city. Are you in it to win it in the short term or are you a long-term pension earner?

And no matter which game you watch, you can complain about the refs, right? ;-) Safety and rules of the game come first! Go USA!
Maybe it is strange finding INspiration in mascara but honestly it can come from anywhere when you aren't looking! Putting on mascara is the final touch to getting ready for the day and the attention it draws to my blue eyes can be transformational. When working a project, transforming something old into something new requires a bit of flair sometimes too.
  1. Darker than expected
    • Eye lashes as not naturally black on most women. The color varies just as much as our hair colors with various shades of blonde and brown. Mascara is meant to draw attention to the eyes and is darker than normal. How does this related to projects? When a project goes "live", we need to set expectations that it might require putting in more than 8 hours in a day. It means burning the midnight oil and working long into the dark of night to ensure the live environment matches the staging environment. It doesn't mean doing this for months leading up to the project end, but timing the few days leading up to go-live to coincide with people's schedules will help ensure that when you need just one more hour, someone is there to provide that needed fix.
  2. Longer than expected
    • It is a rare but ugly truth that I have seen more deadlines missed than achieved early or on time. Pressure from both sides of the coin will drive you to quote timelines closer than realistic. Don't give in! Be realistic in setting boundaries and deadlines and add length when needed, just like the mascara. Everyone knows the difference in meeting and exceeding expectations of your manager and your client. Use a little mascara magic to stretch your project longer so that you don't leave everyone hanging onto every fleeting second.
  3. Fuller than expected
    • Whenever people are involved in projects, there is a lot of unknown risk. People get sick, lack the experience, or flat out leave the project. Mascara brings to life the little hairs that make up a full eyelash, plumping up all of the invisible hairs in a way that makes you realize how many more influential pieces there are. Your project requires a fuller staff than you might expect too. Sometimes you don't even know about approvals, compatibilities, or extra hands needed until after the project is in full swing. Do your research and apply a little motivation to bring those necessary pieces to light!

All of this is true... in mediation. Don't use these techniques to exaggerated levels, but do use them to stick to your guns and show the face value of the project for what it is really worth. Every deliverable takes time and energy to make happen so do what you can to ensure its success and apply a little mascara when necessary. You will look good doing it too. ;-)
Are you a wino? Or maybe just appreciate the finer things in life? After spending the last few months in Sonoma wine country, I probably don't know any more about wine now than I did before my trip but I can tell you that I have enjoyed the occasional glass in the evening after a long day on-site with clients. Red or white? I really enjoy both but I've found that my choice could be used as a telling sign of how I feel the day went. Here is what my glass of wine says about me and my day, would you agree?
  1. Temperature
    • Red is usually served at room temperature and white is typically chilled. Your surroundings may have an impact on your choice as summer time and the hot outdoors warrants a cooler drink but I think it says more about your heart. Am I feeling the strain of the day in which my heart is beating fast? Then I choose a red that matches. Whether flush with love or anger, red appeals to my drive to keep things going and see where it leads me. Do I feel in control and gently relaxing in the calm before the storm? Than white it is and the cool liquid matches my cool and collected attitude.
  2. Color
    • If you want to hear me talk, I think you will probably get more out of me if I am drinking a red. The white is transparent meaning I am reflecting inward on how things went during the day and I don't feel confused. When I choose a red wine, I feel stimulated by conversation whether I'm the one spilling the beans or am all ears about your latest adventure. Red makes me want to share in a mutual experience which could be to troubleshoot the problems of the day or escape from my hardships and listen to someone else's for a while.
  3. Fruit
    • There are lots of sophisticated words that can be used to describe how a wine tastes, but I think the fruity flavors are the most distinct. The red usually have hints of plum, cherry, or heavy oak whereas whites have flavors of peaches, lemons, or young flowers. When I feel like the decadent flavors of the reds, I want to enjoy life fully and explore every nook and cranny. When I enjoy the light, puckered or sweet flavors of white, I may feel obliged to dismiss the needless details.

Do these red versus white describe your feelings and composure when drinking wine too? Let me know what you experience emotionally when choosing and drinking a drink to end the day with. And cheers!

I love my job. One reason is getting to be the driving force behind a group's change. You get to know them, you work with them, introduce something new, and turn their old habits into new ones. I think partly why these large changes are so successful is our commitment to the people. And this commitment can only be reached face-to-face. It makes a huge difference to watch their body language, understand their frustrations, and share their smiles of accomplishment. The constant interactions and connections that you make every day while on-site with a client isn't automatic though and if your presence is the one that can make or break the group's change, I have a few tips that can improve your chances of consulting success.
  1. Write down everything
    • Your clients can not only see your facial expressions, but are also watching your actions. They know if you wrote down their suggestion because they either see you jot in your notebook or just take a mental note. Don't underestimate the power of writing things down. Not only will it help you remember it, but your client will gain confidence in you because they see that their thoughts matter. They know you listened because you wrote down their thoughts. It makes them feel like you care!
  2. Ask for local advice
    • If you are on site with a client, you probably are out of town and unfamiliar with the area. Ask the locals for their favorite coffee or food spots, best driving routes, and recommendations on tourist locations worth visiting. This will allow them to share their expertise with you and they feel valuable. Don't underestimate the power of letting your client share some personal experiences. Any discussions about extracurricular activities will boost their self confidence to make dealing with the tough business topics easier.
  3. Always be approachable
    • Sometimes you hover over their shoulder watching what they are doing like a boss. Sometimes you are hunched over with a technical issues at your laptop in the corner. Other times you may be in tense conversations with management over contract costs. In all situations, you must remember that at any time a worker may have a question. They should never have to feel uneasy or hesitant in asking. Therefore, keeping good posture and a neutral expression is important. It may require conscious focus on your part at first but it will make a big difference up and down the chain of command in the long run.
Have you been through an experience in which seeing the other person in-person made all the difference? What was the determining factor that made you walk away afterwards feeling cared for? Was it technical support at Geek Squad versus phone support of Microsoft? Was it having your quarterly review at company headquarters instead of an email? Share what made the real difference!
I've started traveling to client sites on a regular basis which means simultaneous more face time and less face time, one with clients and the other with family. It is an interesting give and take which makes the "work-life balance" definition even more skewed. I love the traveling honestly and can easily switch between "work hard hotel mode" and "lazy at home mode". Others may have more difficulty so here are some of my mental tricks that might help you if you too travel frequently for business.
  1. Make home, home only
    • I know the first thing you want to do when you get home is relax, but before you do anything else, you should unpack and put away the suitcase. If you leave out the packed clothes and the suitcase, you and your family will see it and be reminded of how often you are gone. You don't want to have one foot out the door when you are home.
  2. You are on their time
    • In the airport and on the plane, you do not have control over late passengers, the weather, or mechanically delayed flights. The moment I begin the traveling, I go into a zen state in which I practice believing that no matter what happens I don't care and will wait until the traveling is done when I can control my own time again. Remember it is always better to have arrived late than not at all.
  3. Savor the alone time
    • Hotel rooms can be awkward and quiet, and planes can be stuffy and cramped, but the uncomfortable time you spend in these places is time you are not somewhere else (like with your family). Splurg on the glass of wine, watch that chick flick, take a nap. Do the "me things" in the small spaces you can so when you are home you can dedicate yourself 100% to the people that miss you.



This blog post? Written on my flight home on Southwest. Sharing my thoughts on this blog with you is how I enjoy spending my personal time. I hope it helps give you some insight into how you can mentally relax a bit more when those business trips call you away.

About Me



So if you want to be happy at work like I am, then thanks for being a reader! I am a consultant that travels constantly and is always working with new people. I love what I do! I'm formally trained with an MBA and BS Engineering. At home and in my free time, I like to drink beer, travel, garden, read, hike with my dog, and play board games.

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