1. Beware The Hero Syndrome An Example Of Being Reactive NOT Proactive! Client calls with a slow computer needing more RAM The PC is used for manipulating hundreds of photos Currently has XP SP2 and has 256 Megs of RAM Installed Tech tells the client they need more RAM 512 Megs or better. 1 Gig of RAM suggested. Tech states the PC is an older model, but more RAM will help. Client hears, “I have old, slow, junkie computer.” The client views the tech as a “HERO” on his or her side.

2. Caring More About An Individual Relationship Than About The Team Why This Damages The Team And All Of IT The client can assume the “hero” is the only person that cares about his or her department The client can assume the “hero” is the only person that cares about his or her department Clients will start hunting down the “hero” for all their issues and not use proper reporting channels Clients will start hunting down the “hero” for all their issues and not use proper reporting channels Becomes overwhelming to that Team Member when clients start requesting only that member help them Becomes overwhelming to that Team Member when clients start requesting only that member help them Management now gets involved to fight the fires Management now gets involved to fight the fires

3. The Proper Course Of Action Damage Control Explain to the client you need to consult with the Team and get back to them Explain to the client you need to consult with the Team and get back to them Talk to the Team Managers / Director while clearly explaining the details Talk to the Team Managers / Director while clearly explaining the details Report back to the client with the Team’s decision and recommendation Report back to the client with the Team’s decision and recommendation Managers must now get involved and either give the client the requested technology or tell them no Managers must now get involved and either give the client the requested technology or tell them no When told no, it can reflect very badly on the Team Members as a whole and cause emotions to flare up between the client and IT management When told no, it can reflect very badly on the Team Members as a whole and cause emotions to flare up between the client and IT management Costs of the equipment if given, must now come from the budget that was previously allocated for other departments or individuals Costs of the equipment if given, must now come from the budget that was previously allocated for other departments or individuals This has now cost the entire team valuable resources and time This has now cost the entire team valuable resources and time Proactive Team Work = Road To Success Heroism = Damage To The Team S.A.Hill March 10, 2007