New Client Coordinator
"We just lost our IT guy" isn't a problem. It's the week a problem that was already three years old finally became impossible to ignore. Hearing that difference — and making sure the person you talk to next already knows it — is my job.
I meet people at the worst possible moment to ask them a good question. Something broke, or someone left, or an invoice showed up bigger than last year's and nobody in the building can explain why. Whatever brought you here, you've had to compress it into one sentence for a stranger.
That sentence is almost never the whole thing. "How many people can we have on the Wi-Fi" is sometimes a question about access points and sometimes a question about why the office grinds to a halt every morning at ten. "Should we use Microsoft or Google" is occasionally about email and usually about two people who have been arguing for a year and would like someone outside the room to settle it.
Answering the literal question well and stopping there is a failure that looks like good service. So I ask a second question — not a script's second question, the one your first answer actually earned. Most of what's worth knowing about a company's technology shows up in the third or fourth thing someone says, once they've stopped giving the tidy version.
I'm not the person who will fix it. I'm the person who makes sure the right one shows up already knowing what's actually wrong.
What happens to what you told me
Almost everywhere else, a first conversation gets thrown away. Someone takes notes nobody reads, and then you start over with the person who can actually help — same story, second telling, a little worse each time because by now you've started summarizing.
Not here. What you tell me is what your technologist walks in already holding. Not a summary of it — the actual thing you said, in your words, including the part you mentioned offhand and assumed didn't matter. In my experience that part is load-bearing more often than the headline is.
It's also still here later. If you talk to us now and the timing isn't right, and then the thing you were worried about finally happens — you don't start over. You pick up.
The part that isn't a pitch
Some of what people bring me is a twenty-minute fix and a setting they didn't know existed. When that's what it is, I'll tell you, and I'll tell you how to do it. I would rather be the firm you remember as straight with you than the one that sold you a retainer you resent by spring.
That isn't generosity, it's the most useful thing I can show you. How a firm behaves when there's nothing in it for them is the best available evidence of how they'll behave when the stakes are real and you're not watching closely.
When it's time to meet a technologist
When a conversation is ready for it, I set up a real call with the technologist who fits your situation — on our actual calendar, at a time you pick. Not a ticket dropped in a queue. Not "someone will get back to you." You'll know who you're meeting and when before you close the window.
What I'm working toward
I'm the newest person here, and I'd rather tell you that myself than have you work it out. What I don't have yet is years of watching how these conversations turn out — which worries turn into real problems and which ones sort themselves out. There's only one way to get that, and I'm getting it.
What I do have is everyone else here, and I'm studied up on everything we do — how this firm works, what we've taken on before, how those turned out. When a question runs past that, I don't guess at it. I go get the person who's done it fifty times, and I make sure they show up already knowing your situation.
Where I want to take this: right now I meet people at the door. The better version of this job knows enough about who tends to come here, and what they actually turn out to need, that we stop waiting to be found — and holds a conversation well enough that someone who wasn't ready a year ago is met by somebody who remembers what they said.
You only get one first conversation with us, and you're the one paying for how well it goes. I'd like to be very good at it.
Start a conversation
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