Help - Techs Who Need Their Hand Held

Frustrated, some techs can solve problems, tell them what's wrong, they go out, figure it out, solve it or quickly ask / recommend what we need to do.

Others, waste lots of time, don't follow up, wait for you to call them and then when you ask did you call tech support or did you ask anyone for help, they say no.

Not sure what to do, training helps but even if seems that even techs with same training, some just seem better at getting things done and other guys will go out there and struggle both to solve and to communicate their problems.

Again, not sure what to do, any advice? 

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...*** ******?

**** ***** *****:

******, ***** **** ** time, ***'* ****** **, wait *** *** ** call **** *** **** when *** *** *** you **** **** ******* or *** *** *** anyone *** ****, **** say **.

**** ***** **** ******:

...**** ***** *** ***** problems, **** **** ****'* wrong, **** ** ***, figure ** ***, ***** it...

 

** *** **'* **** to **** **** ***** and **'* **** ** know ****** *** **** whether **** *** ***** to ** *** ** the *****?

**#* ** ***** *************.  We **** * ******* employee ****.  *** *** fix * **** ** knowledge ** ***** ** a ****** ** ******* but ** ** **** hard ** *** ******** and * **** ** caring.  **** ** *** sink ***** **** ******** them *** **** ****** the ******** **** ** your ******* ** **** are ***** *** ********* to *** ** ** stuff ******* ***** **** there ** ****** ** point ** ******* **** around.  *** *** ***** a ****** **** ****** the ****** ** *** and **** ******** ** be * **** **********.  You ***'* ***** * "good **********" ** ***** the ****** ** *** and **** ********. 

****, *** ****** *********** thing ** **** ***** seem ** ******** **** but ******* **** ****** sense. ****, **'* **** to ******* ****** ******* who **** *** **** but **** ** *** do ** * **** has ********* *** **** level ** ****** *** does *** **** *** to ****** ******.

***** **** ********* **** hiring *******.  

*** ******* ***** ****** ago ******* **** ***** were ** ***** ** decent ********* ** *** general **** *** **** of **** *** ** least *** ***** ****.

*** ******’* ** **** 30 ***** *****?

***** **** ********* **** management *******.

********* ****** *** **** will ******* *****, **** and ***.  ****** *** least **** **** ** easy *** **** ** leave.

*** **** **** **** why **/*** ** *****.

* **** *** ***** and *** ***** * did *****.  ***** ********** don’t ****** **** **** service ** ******* ******** techs, *** ***** ******* techs ****’* ******* **** installers.  ***** *** **********, of ******.

 

**********, **** ***** *** solve ********, **** **** what's *****, **** ** out, ****** ** ***, solve ** ** ******* ask / ********* **** we **** ** **.

******, ***** **** ** time, ***'* ****** **, wait *** *** ** call **** *** **** when *** *** *** you **** **** ******* or *** *** *** anyone *** ****, **** say **.

** ****** ** ** that *** **** **** of *** ***** ******, but *** ***'* **** them ** *** ***** seats.  ** * **** wastes **** ** **** troubleshooting, *****'* ****** **:  you **** ** ********* on **** *****.  ******* who ** ******* ** working ***** ********* *** isn't * ****-*******.  ** you ***'* **** **** 'basic *********' **** *** them, ****'** *** ** the ***** ****.

* ***** **** ** the ****** ** **** thread **** ******* ********** pretty ****. *'** ***** been ** * ******** where * ******* ******, or ******, *** * learned ** * ******* or ******* ******* ** work **** **** ***'** got. *'** **** * tech *** ***...**** * guess **** ** ** tenth ****. ** **** time * **** **** met *** **** *** is **** *** ********** noting. ** *** * good ******, *** **** had ** ******** *** the ***.

******** **** *** ******* degrees. *** *** ****** find * *** *** them *********. **** **** people ** *** ** limiting **** **** **** of *** *******, ** they *****'* **** ** following **********, *** **** over *******. ** *** fewer ******* **** ***, the **** ****** **** were ** **** ** task *** ****** ************.

**** ****** ****** *****, so *** *** *** keep **** ** ***** that *** ** ************ with * ****** ******. Ohers **** ** *** distracted **** ******* **** others, ** *** **** thing *** ****. **** them ***** ** ***** that *** ** ********* alone.

**** ****** *** ****** great ** *** ******** of *****. **** **** pulling *****. ***** ****'* very ***** ** ****, but ** ******* ***** work. **** **** **** panels.

* ***** ** ** and **, ********* **** doesn't **** *** *** time. ***** *** ** experiences **** ********. **** I *** * **** time ******* *******, * had ******* ********** * refused ** ***** ** my ****, ******* * just **** * ******'* work **** ***** ***** sets. ****** ***** *'* want *** *** *** the ***** ****, *** another *** *** ****** half. 

*** **** **** ******* I *** ** **** or ******* **** **** you **** ** **** it, ****** * ******* where * ** *** (working *** ** ***-****). I *** ***** **** under **. *** **** great, *** ****'*. *** didn't ****** **** ******* with ******, *** *** pretty **** ** *** own ** * **** him ** *******. *** other *** ***** ** following ***** ************. ** liked ** **** ***. He *** **** ***** and ******* ** ******** for *******, *** ********** he *** *** ********, so ****** ** ** told *** * ****** it ****. *** ***** was **** ** **** a ********. ** ***'** not ******* *** *** watching *** *** ***** what ** **** **. I *** *** **** him ** ** **** but *** ** ******, so * ***** *** with *** *** ***'* great ** ********* ************. And *** *** **** part ****** **** ****** well.

** *** **** ** topic, * *****, ** for **** *********...* **** to ******* **** ******* techs ** *** ** hit * ******** *****. If *** ***'* **** enough **** ** ******* keeping ***;

"******, ***** **** ** time, ***'* ****** **, wait *** *** ** call **** *** **** when *** *** *** you **** **** ******* or *** *** *** anyone *** ****, **** say **."

**** ** ***** ** helpers ** **** ****, you *** **** ** look ** ****** *** bullet *** ******* **** go. ***'** *****, **'* hard ** **** **** techs, *** ** ** worthwhile ** **** **** bad ***** ****** ******* you **** ******? *** much **** ** *** guy *** ***'* ****** up, ***'* ***** **** support, ***'* ***** *** himself? *** **** **** do *** ********** **** to ***** ******* *********** from **** ***, ******* him, ** ******* **** for ***. ** **** point *** *** ** well **** **** *** work *** *** *** go.

*'* *** *** **** of ****** *** ***** to *** ****** **** their ***, *** **** people *** **** *** cut *** *** ******* jobs. ** ***'** ***** them *** ***** ** chances, *** ******** *** talking's ** *** **** still ****'* *********...**** ******* are **** **** ***** improve. *** *** **** guy *** **** ******* the **** ****** ********** and ******** ******* *******.

****** **** *'** **** repeated **** ******** **** has **** ** **** more *****, *** ***** are ** ********.

*'** **** ******* ** enabling **** **** ** behavior ** **** ** our *********** ******* * always ****** ** ***** and ****** ****.  ******** I **** ***** ******* technicians ***** ***** *** end ** *** *** and **** ******* **** all **** **** **** are ***** ** ***** work ** ** ** lunch.  ** *** ****************** ***** **** ****** the ***** ** *** interim.  ** ********** *** been ** *** *** this:

Image result for easy button

*** **** ** ********* a *** ** *********** calls *** **** ****** because *** *** * quick *** **** ******.

** **** ****** ** unable ** ***** ** for ********** *** *** issues *** *** **** complicated ** *** ** time ** *** ** ultimatum ** **** ** just ***** **** ** the ******.

* ******* ***** *** from ** ******* ******* that ** ***** **** a ********** **** *** phone *** **** ** ask **** ********* ** the ***** ** **** so **** **** ***** about *** ******* *** come ** *** ****** of *** ******* ********** and *** ** **** give **** *** ******. Sure ****** * **** the ****** *********** ***** time *** *** **** off *** ***** ******* but *****'* ******** ***** them ********. 

***** ******* ************ *** a **** **** ** check ***** *** *** answers ** **** ** your ********.

***** ** *** *********, not *** ******. *** people **** **** *** go, **** **** ** the ***, **** ***'*. You'll ***** ******** ***** wondering ***, *** *** to ****** **, ** stop ******** ***** *** people *** ***** ******** about *** *********.

**** **** *********** ******* this *** **** ***. Look ** ***** **** up ***** *** * new ********.  * **** there's **** **** ** know ** * **** then * ******** *****, however, *****'* ** **** things *** *** ***** from *** *** ***** fast **** ****** ***** their *********, *** *** systems, ********* *** ********** they *** ** ******** consistency ****** **** *********.

** *** *** ** the ***, ******** ************* is **** *** **** food ** *** ******. We ***** ** ****** the **** ********, *** in, *** ***. **'* the **** **** *****, to *** **** ********, programmed **** *** **** way. *******, ****** *******, intrusion, *****'* ******. *** doors ** **, *** basic fundamentals ***'* ****** *** that **** **** **** to ****. ** *** can **** **** ** your ***** ****** *** basic ************, *** **** have *** ** *** key ****** ** ***** about *** ***** ******* that **** **** ** site, **** **** **** got * *** ******.

*** ***** ************ *** very **** ** ******** and ****** ********** ***. Of ****** *** ***'* have * ******* ** checklist *** **********, *** how **** ****** ***** your **** ** ** you *** ****** **** half *** ***** *****, half *** ****** *********, half *** "****, ***** I ******"?

* ***** **** ***** pulling ** **** ***, frustrated ** ** *** with ***** **** **** didn't **** ** ****, that ******'* ****** **, needed ***** **** **** every **** ** *** way. ** **** ** I ******* ******* ******* processes *** ********** ** front ** **** ** life *** *** ******! The ********** *** ********* gave **** * ********** I ***** **** **** had ** ****. **** we ***** *** *** hires, **** ****** ****** don't **** ** ** them. ***** ******, *** checklists *** ********* **** management ** **** ******. "here's *** *******, *** didn't *** ****** **?" If *** ***'* ****** a ******* ******* *******, then *** ***'* **** here. **** **** ************ to ****. **** ***** to *** *** ***** who *** ***** ** make ** *** ***** who ****'*. ********* *** checklists *** *** ********** to *******.

*** ***** * *** convinced ***** ****** * hired *** * **** ass. ** **** ** a **** **** ** realize, **** **** ***** then ***, **** **** didn't **** *** *** right ****. **** * started ** **** **** better ********, *******  **** maps, **********, ***** *****, checklists, ******* ********* ***....*** of * ****** ** dumb ***** ******* ** succeed. 

** *** *****'* *** read *** **** " The *-**** **********: *** Most ***********' ********** ***'* Work *** **** ** Do ***** **", **** on ****** *** *** it. **'* ** **** read *** *'* ********* you'll *** **** ** great **** *** ** it.

******: **** ******* *** been ***** ** *** own **********:***** ******* ************ *** A **** **** ** Check ***** *** *** Answers ** **** ** Your **** ********

* *** ****.  ****** let ***** ******* ******** get *** ****** ** before **** *** *** help.  *** ******* * see ** **** ** the *** **** *** told *** **** ** get *** ***** *** hang *** ****** *** you ***** **** ** them ** **** ***** for ****.

***** ****** ** * high **** *****, * guess ***'** *******.

** ******* ****** ** to ****** *** **** they **** * **********.  It's ****** "*** **** phone ** **** *** support."  ****** *** **** doesn't **** ***'** ****, doesn't **** ***'** ******, doesn't **** **** ******* manager **** ************* ***** you (** ****'** * decent ******* *******.)  *** ARE *** ***** ** THE ****** ** ****** AND ********* ****** **** FROM ***.  *** ** the *** ****** ***** you ** ** ******** to ****** ****** ******* Mode ********** **** *** customer.  ** *** **** information, *** ** **** your ******* ****.  ***,*** people *** ** ****** on *** ****.  ** don't ****** *** ** support *** ** ** that ****** *** ** yourself.  ****, *** ***** credit, * ****** **** to *** ***** *** other ***** ** *********** with *** ******* **** standing ** ** **** them **** * ********** installation.  ***** ** * VENDOR ****** ***** ******** BY *** ** ******* THE ********.  (** ***** there ****** **.  ****'* what *** ******** ******* when **** *** *** this.)

*** **** **** **** you **** ** **** bs-ing *** ******** ** telling **** *** ******* froculator *** ** ***** ambient *********** ****** *** DHCP ***** ** ********...