Posts Tagged ‘Biology’

Last time, I added that title as a joke to my blog post on how to keep people from breaking your equipment. The take home message was to make people feel comfortable coming to you with questions or concerns and to let them know that this stuff can be complicated so it is okay to forget and need help. So, the obvious joke was "okay, now how do i get them to stop asking me for help!"

That's an honest question to a real problem. Any of us who have run cores or who do training for a commercial product have had those users/customers that just won't learn the system. They come to rely on the core director/manager/product specialist to answer any and all questions. These users quickly wear on you because before long the questions start repeating themselves. If you are working with someone that is exploring new functionalities each week, then you can excuse continuing questions because, again, this stuff can be complicated. But, about the third time someone asks you how to save data or export files or put in a sample – you can be excused for getting annoyed.

So, what to do with users that keep asking for help.

  1. Ask yourself, why aren't they valuing your time? First, you need to be clear whether or not it is your job to be on call for every little thing. If the answer is no, then why do they think you are on call and how do you make them realize your time should be valued as much as their own. One possibility is that you haven't made your role clear.
  2. Clarity is king. If you are in a commercial role, did you clearly lay out what the process would be after the sale and install? Did you include the words "independence" in the description? If you are a core director, did you start out your training session by explaining what you would be doing over the course of several sessions and how the final goal was independence? Be clear up front, let the user know what will be expected of them or better yet what they can expect – understanding and independence.
  3. Be honest with yourself, your training might suck. At some point, if this is a recurring problem then you have to ask if you are doing a good job teaching. Being a core director, assistant, or an Application Specialist is not the same as being a scientist, just as being a good postdoc is not a guarantee to be a successful PI. Are you teaching users how to become independent or are you just dumping information in their general direction?
  4. Charge them. When all else fails and someone refuses to value your time, then you have no choice but to charge for your time. This should not come out of nowhere, there should be an open and calm discussion with the user concerning the expectations you laid out and that hands-on time requires a fee.

These are my thoughts. What are yours?

y-u-no-who-broke-the-spectrometer

A couple months ago I was at a core facility with one of our account managers. This was not a microscopy facility, but I still saw the one thing that many cores have in common – angry warning signs. “DO NOT LEAVE THIS EQUIPMENT ON ALL NIGHT” or “DO NOT TURN OFF THIS EQUIPMENT!!!” or “IF YOU BOOK TIME ON THIS EQUIPMENT AND DON’T USE IT, YOU WILL STILL BE CHARGED!!!”

Not all cores have these signs, especially those that offer services for hire, but many of the cores I have visited have posted warnings in the facility or on sign-up pages. Why? Well, because users tend to break stuff. On my first day as a core director at UNC Chapel Hill I was shown the 63X oil immersion objective on our Zeiss 510 NLO confocal. It had weird striations around the barrel and I asked what they were. “Oh, it wouldn’t come off and someone took a wrench to it. We don’t know who did it.”

I think the second sentence of that conversation is the more worrying one. I think the fear of  the core director finding out you don’t know how to use the equipment and that you then broke something is the reason why so many things are destroyed. Everyone makes mistakes and if we keep this in mind when training our users, making it clear that there is a correct way of doing things but that we understand mistakes happen, then they are less likely to feel the need to hide those mistakes. If we make it clear that none of us are perfect and there is a lot to learn and a lot to remember, then maybe more people will come to us before making an error to ask for help. I say “us” even though I am now on the commercial side because we get the same calls you do as core directors, only they are usually from angry core directors instead of users.

Perhaps the only signs or rules that really help avoid equipment damage are those that make it clear how complicated systems can be, that we all need help, and that asking for help will never be punished.

Next time – what to do with those users who KEEP asking for HELP!!!

I was a selfish scientist. Now, at the time I did not know I was a selfish scientist but instead a person who wanted to surprise others with a completed package of results. That did not happen very often, but what did happen was that I locked people out of my day-to-day science. Collaboration was not something I valued, instead I was “independent”. Starting with my postdoctoral fellowship at Duke I began collaborating mentally but not physically. There were many long and interesting discussions about what interactions might take place during embryogenesis, but no collaboration on experiments to prove it.

My first real experience with collaboration came at Coastal Carolina University when I co-taught an MAT course on Reproductive Biology. It was fun, thinking and planning out how to teach this course, what materials to use, who would teach what lessons. Not long later I ended up at UNC-Chapel Hill as Core Director at the UNC Neuroscience Center. This is where  my interest in collaboration really grew, but in a unique direction. I was writing and spearheading equipment grants and in the process of finding new grants I came across several opportunities that weren’t right for me, but were for two or more faculty members at UNC. I found great joy in connecting faculty members to these grant opportunities.

After my transition to sales, I have found that collaboration is the norm. If you are a customer and you are not collaborating with your sales professionals then you are missing out on an opportunity. If you area sales person and are not collaborating with your customers to find the best solution, then you are doing it wrong.