![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/5937551/dragon.jpg)
How To Train Your Customers
https://bit.ly/2EYEDKJ
Brandon Bruce
Director of Customer Support
- OpenStack Admin
- Linux System Administrator
![](https://s3.amazonaws.com/media-p.slid.es/uploads/985081/images/7131752/bowtie_headshot.jpg)
Brandon Bruce
Dragon Trainer
![](https://s3.amazonaws.com/media-p.slid.es/uploads/985081/images/7131752/bowtie_headshot.jpg)
- Support new adventures
- Develop safe playgrounds
- Fireman
Issue:
Who knows?
Captain Caveman
-
Always has a complaint.
- Uses a club instead of a scalpel.
- Best handled by outlining an entire process.
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6039693/pasted-from-clipboard.png)
Captain Caveman
"The site is slow!!!"
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6039693/pasted-from-clipboard.png)
Issue:
"We have always done it this way!"
Milton Waddams
- Does not stray from the “known” path.
- Characterized by phrases like “I have always done it this way” or “My internet works, it must be you”.
- You will need to offer proof that your way of thinking can work.
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6039724/pasted-from-clipboard.png)
Painting by: Stephen Root
Milton Waddams
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6039724/pasted-from-clipboard.png)
Painting by: Stephen Root
“It works when I go to YouTube! I don’t get why your site is so bad. I have 100mbps, so it can’t be my internet.”
Issue:
"Woe is me!"
Eeyore
- Someone or something is out to get them.
- Mired in their own apathy.
- Will offer little feedback.
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6039802/pasted-from-clipboard.png)
Eeyore
"My account is locked. I'm sorry I paid late last year, but I was sick and my dog needed to go to the vet. I knew you guys would be mad at me."
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6039802/pasted-from-clipboard.png)
Issue:
Karen
Karen
- Polar opposite of Eeyores.
- No hand holding or long-winded explanations.
- Fix the issue or else.
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6040298/pasted-from-clipboard.png)
Karen
"I have not been able to use your site for over a week now! This is ridiculous! I need to speak with an actual engineer because this has gone on for too long. I will be canceling my account and telling all my friends to do the same thing!"
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6040298/pasted-from-clipboard.png)
Karen 2.0
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6211975/pasted-from-clipboard.png)
Karen 2.0
If you can't fix it, just give me my money back!
![](https://s3.amazonaws.com/media-p.slid.es/uploads/985081/images/6212242/pasted-from-clipboard.png)
The 3rd Option
Issue:
"You want me to do it!? What do I pay you for!?"
The Entitled
- Users who think you should do the work for them.
- "This is why we pay support!"
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6216452/baby.jpg)
"CANCEL MY ACCOUNT!"
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6216452/baby.jpg)
Issue:
"I did EXACTLY what you said and it's still broken!"
The Teenager
- Unable to follow directions?
- Misreading/misinterpret
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6194099/pasted-from-clipboard.png)
The Teenager
"So, I did what you said and opened the terminal and typed in putty, but nothing happened."
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6194099/pasted-from-clipboard.png)
Issue:
“Witness Me!”
Witness Me!
- Need to be recognized for speaking out and appreciated for their voice.
- Seeks out high ranking employees.
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6040404/pasted-from-clipboard.png)
Witness Me!
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6212389/dragontweet.png)
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![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6212391/twit-response.png)
![](https://s3.amazonaws.com/media-p.slid.es/uploads/985081/images/7131793/fox_headshot.jpg)
Witness Me!
Issue:
We still have a job to do.
Be a pirate!
- Everyone has a purpose
- Be inclusive
- Be a brigade, not an island
![](https://s3.amazonaws.com/media-p.slid.es/uploads/985081/images/7131804/steve_the_pirate.jpg)
![](https://s3.amazonaws.com/media-p.slid.es/uploads/1008425/images/6113830/Asset_3.png)
Questions?
@netcromancer
brandon.bruce@linuxacademy.com
How To Train Your Customers (Final)
By Brandon Bruce
How To Train Your Customers (Final)
Brandon Bruce
- 1,260