Remember why we are here

OK, you may want to sit down when you read this post; you just may not believe me.  My experience was almost unheard of these days and it surprised me.   So here it is:  I had a good customer service experience the other day.  Actually, I had 2 within a couple weeks. 

I know, right?  Whoa!  It's true though.  I swear!  Let me elaborate.  The experience I will share was in a cell phone store.  I bought a new cell phone online and needed to convert my SIM card to a mini-SIM.  I didn't want to physically go to the store to do this- I just wanted to get this over with the easiest way possible.  But I needed a cover too, so off I went.  

Not only did the clerk help me very swiftly and courteously (including porting all my data from one to the other without even asking), but his colleague handled a herd of other people while I waited who asked questions like:

"They gave me this smartphone and I don't know how to use it."

"Why would any want the history of your phone calls listed there?"

"Why is this hour-long video running so slow?"

Not only did he handle each question seriously, he wasn't condescending or short with them.  He was respectful, patient and gave time to each person.  I was very impressed and wondered if I was that patient.

This reminded me though of something important to all of us in Infosec:  why are we  doing what we do?  We are here to serve our customers.  They range from executive management to peers in IT to our own colleagues in Infosec to end users trying to do their jobs. 

We may not exactly delight our customers (most avoid us in the hallway at all costs); however, we need to remember that they are why we do what we do.  We need to let them know we received their request and that we'll get back to them.  We need to address them with respect no matter what the question they ask.  We need to provide thoughtful feedback and advice that will help steer them down the right path, but not tell them what to do.

Infosec professionals:  customer service is essential to building trust and providing value to your organization.  Work on this every day.  If you don't, you will be doing yourself a disservice, as well as one to your profession as a whole.

There is no I in team (and the U is silent)

I heard a horror story the other day.  There were no psychotic clowns, no Freddy Kruegers, no paranormal activity nor even any blood spilled; it was worse.  The story had to deal with the work place and went something like this (please note that this is not my workplace, just a random story):

"So we were waiting in a conference room to meet with various parties in the IT group.  We were sitting at one end of the table when the network guys came in.  They came in, sat down at the other end, and started talking to each other about how to do this project with us.  They didn't even acknowledge us."

I literally sat there with my mouth opened as I listened to this story (I might have even felt my heart stop for a sec).  Here is the REALLY scary question: does this sound familiar?  Let me let you in on a little secret here, Infosec professionals: THIS IS BAD. 

We can't achieve anything in our field without the help of others; I don't care where you work.  There are no independent super men or women who get it all done, get the bad guy in jail and not harm innocent bystanders (also while maintaining perfectly quaffed hair).  We must learn to play well with others or we will simply fail.

So how does this magic happen?  I'll give you a hint: I may have mentioned it in a previous post.  Yes, it's true.  We need to talk to others.  That's step one.  Then there are other cooperative steps we can take as follow ups (thank you to this lovely article I found), and here are a couple highlights:

• Listen ACTIVELY  (just because you think you know what someone is saying, don't cut them off.  Let them finish and then make sure you heard them right)

• Assume goodwill (paranoia won't serve you well in all cases; try to stay positive)

• Be open to the possibility that you are wrong (this is so critically important.  I can't count how many arguments that I have seen where people spin their wheels for the wrong reasons.  No one is right all the time.  We can't be- we're human.)

If you resolve to do one thing this year, Infosec world- try to work on just one thing with someone outside of your team.  Be careful though!  Your horror story may end happily ever after.