It was a quiet afternoon when my phone buzzed with a message from an acquaintance who was setting up a new laptop for their home office. Their message, loaded with frustration: “I need your help. I can’t get this thing to work!”
I was reading a book, but I couldn’t ignore the plea for help. The goal was to guide them through setting up their laptop, ensuring they could smoothly get back to writing their new book. I called them, sensing the inadequacy they felt from the tone of their voice.
They described the laptop as a “beast” they couldn’t tame. They’d managed to turn it on, but installing the necessary software and connecting to their home network felt like climbing a mountain.
This was uncharted territory for them, and I could hear the self-doubt creeping into their words.
We started with the basics, connecting the laptop to the Wi-Fi. I walked them through the steps, explaining each one carefully. Yet, even this simple task felt overwhelming to them. I reassured them, breaking the process down into smaller, more manageable steps.
Once connected, we moved on to installing essential software. They needed a VPN for secure work access, a productivity suite, and a communication platform. I adapted my approach, using remote desktop software to take control and demonstrate the steps visually.
This eased their burden and allowed them to see the process in real-time.
The installations progressed smoothly, and I could hear a faint glimmer of confidence returning to their voice.
The final hurdle was configuring the VPN. It was unfamiliar territory for them, and the technical jargon was intimidating. I explained the importance of the VPN for their work and guided them through the setup, ensuring they understood each step. It was a meticulous process, but we persevered.
When the VPN connected successfully, there was a moment of silence on the other end. Then, a deep sigh of relief. They had achieved their goal, and the sense of inadequacy began to dissipate. They thanked me profusely, their gratitude palpable through the phone.
Returning to my book, I reflected on the experience. It wasn’t just about solving technical issues; it was about empowering someone to overcome their perceived inadequacies. I felt a sense of growth, knowing I had helped them gain confidence in their abilities.
Next time, I knew they’d tackle similar challenges with less hesitation. And I, too, felt more equipped to guide others through the daunting world of technology, knowing that patience and empathy were just as important as technical expertise.