By Marshall Mabie
Not sure that it’s a secret, but it may come as a surprise to many folks that the most important skill in the tech industry isn’t tech skill – it’s prioritization. I’ve worked in tech for 15 years, so that’s the lens I see it through, but I wonder if maybe that is true throughout business skills of any kind.
My name is Marshall, and I’m a member of the Fool’s desktop support team – if any employees are having any technical issues, it my team’s job to fix it. And again, tech skill isn’t our first tool.
It is prioritization.
Our list of importance is simple:
Customer: The first and most important issue we focus on is making sure the folks who pay us get their money’s worth – the site is at their beck and call, and they have the strongest customer service ready to help them with any issue, tech or not. Our amazing Member Services team takes care of most of that, but as they have the most direct conversations with our members, the tech team makes sure we take care of the Member Services team’s requests.
Company: Okay, we are taking care of the people who pay us for our services. Now we need to make sure the company is in good shape to continue to make good on those promises. We keep our data secure and give our analysts and writers the easiest way to analyze that data.
The last two are intertwined: “The strength of the wolf is the pack, and the strength of the pack is the wolf”
Fools/Customers/Users: Different companies use different terms for the in-house fellow employees they fix issues for. At the Fool, unsurprisingly, we call them Fools. Whatever their designation, in the words of Monsieur Spock, “the needs of the many outweigh the needs of the few, or the one.” Our aim is to always address the issues that affect the highest number of Fools. For example, if email is down, that’s a huge issue. Information is not being shared as well as it could be, thereby affecting the business’ ability to serve our customers’ needs. So, yeah, that’s an all-hands-on-deck issue. Importantly, even if we are not directly involved in the solving of the issue, it is very important that we are visible and approachable – we are there to let you customers know what is being done, and to address any concerns.
It is our job to provide concise, accurate information for our internal users – if something is down, given the facts, they can re-arrange their time to continue to be effective. And no baloney! Admit mistakes, explain them, and educate as to what will be done to provide not just continuous service, but what will be improved upon. Admitting a mistake isn’t always easy, but coming clean creates a much stronger sense of trust with your constituents. They know that you aren’t hiding anything. That creates more confidence than any duck-and-cover strategy.
Finally, the individual user. They make the company run. Mostly, they have small problems, like broken mice, software licensing, etc. Sometimes they have big issues – and prioritization again takes over here. It’s easy as a techie to get too deep into how to fix a problem. It’s Sherlockian, the thrill of the hunt. It’s also pointless, because it is not our job to hunt down the obscure issue. Our job is to make sure our user/customer is able to do their job – we examine any issue through the Return On Investment filter – how much work is it going to take us to get this user back to the place they want to be? If that’s too high, get them a new machine and research the issue when you have some spare cycles. Just make sure your user is on their feet and doing what they are paid to be doing.
Ultimately, our job is judging the tech blockers of the company, and continuously considering the needs of our customers. And prioritizing is one of the best weapons in our arsenal.
- Take care of who pays your company, because they are the company’s lifeblood. Treat them well.
- Make sure the company can take care of those expectations. Think long-term.
- Take care of the people who make up your company, and make sure the individuals in your company have no blockers to do what they are charged to do.
It can be hard to keep this in mind in the midst of the day-to-day, and keeping an eye on the big picture while responding to the immediate can be tough. Focusing on prioritization can be a useful tool in your process.