Understanding Contradictory Messages
CBC provides three core IT services. Project Consulting, Managed Services, and Break-Fix repair. Regardless of which hat we wear, client interactions inevitably place us in what’s known as a ‘double bind’ situation.
A practical example to illustrate. Assume a client engages for a ‘simple’ break-fix replacement of a laptop hard drive. End users assume this is easily and quickly done. Remove cover, remove old drive, insert new drive, replace cover. 4 steps, what could possibly be ‘hard’ about this?
Glad you asked! Let’s review a few of the ‘easy’ upfront questions we need to answer prior to initiating a repair.
- Is there data on the old drive requiring recovery or transfer to the new drive?
- Is there a current backup of the old drive we can use to restore to the new drive?
- Is there a like-for-like part available or do look at aftermarket replacement?
- Are there 3rd party applications, (Adobe, Microsoft, etc.), to be reinstalled?
- Are the 3rd party application license keys available?
- Is the operating system, (Windows), properly licensed for reinstallation?
- Is the repair cost-effective compared to a unit replacement?
Armed with answers to the above questions, we determine a course of action. This is when the double bind presents itself. End user expectations are now that we have the answers, the repair proceeds both quickly AND carefully. However we know that if we proceed too quickly and something goes wrong, we weren’t careful enough. If we proceed carefully and something goes wrong, we weren’t quick enough.
As experienced professionals, we are aware of the double bind contradiction and proceed utilizing the experience and best practices acquired over 30+ years. This includes setting appropriate end user expectations. If a potential client does not or is not willing to accept our work methodology, it’s probably not a good fit and both sides should move on.
Double binds are inevitable. The experienced IT professional plans accordingly.