I have a funny one and a serious one. My funny ones usually go back further in time when I was on support. Support has a lot of fun, and we get the customers in on the fun wherever possible. For example, you probably hear: “Please confirm when done.” A lot of people at ServiceTrade say that, and it comes from customers asking for something, and they say, “please confirm when done.” It’s this thing that not one person but multiple people will say and since it’s been said so many times, we like to joke about it.
On a more serious note, and probably one of my favorite experiences recently was a challenge. I’ve been in the game for a while, so you don’t always run into challenges, but since joining ServiceTrade, I’m continuously challenged. I am able to overcome it. There’s always somebody or a team to help you, and I always end up learning. One of my most recent challenges has been in the areas of things like OnePassword, the IT agent, and just doing a lot of this stuff that’s good security, but also it’s not a choice. The Board of Directors says you have to do this, and they own the company. They say what to do and we do it. I hate to get to that level, but I’ve had to get to that level with some people because I’ve faced some pretty hostile resistance. My approach is usually a lot softer, but I’ve had to get on the phone and Zoom and hear people out and really try to change some perspectives because I don’t want anyone to misunderstand what we’re trying to do. So far, I’ve been able to overcome at least the known hostility towards IT changes. It’s been an interesting challenge because it’s a technical challenge with how you approach it, but it’s a people challenge, too, which is even harder.