How to get back up as fast as possible in a crisis
Nobody gets into the pizza business because they dream of spending two hours on hold with their internet provider. But here is the reality: Your ability to navigate tech support calls with your ISP, POS company or even Meta when your Facebook account gets compromised is a genuine operational skill. And most operators are terrible at it.
I have a set of rules I follow every single time, and they work. People on my team have told me that I always seem to get things resolved when I am on the phone. That is not magic. It is methodology.
How to Approach Tech Support Methodology:
1. Never Lose Your Cool
First and most important: Do not curse. Do not raise your voice. Do not get hostile. The second you do that you become persona non grata. The person on the other end of the line has the power to help you or not help you, and if you make them feel attacked, they are going to do the bare minimum to get you off the phone. Stay calm, stay professional, and you will get further. Ideally, come off chipper and ask them about their day but remain stern that you are here to get the job done.
2. Know Your Problem Before You Call
Before you even pick up the phone, know exactly what the problem is with as much detail as possible. Search forums and Reddit to see if other people have experienced the same issue. Run it through AI to get suggested answers and potential responses. When you call in already educated about the problem, you skip past the basic troubleshooting scripts and get to actual solutions faster. You also earn credibility with the tech on the other end.
3. Be Relentless
Here is where most people fail: They accept being blown off. A lazy technician will try to kick the can down the road because it is easier for them than actually fixing your problem. Do not let them. Be kind and courteous but be absolutely forthright that you are not ending this call or chat until the issue is resolved. Make it clear from the start that you are going to stay on this until it is fixed. When they know that is the case, they act different. It becomes easier for them to just solve it than to keep trying to get rid of you.
4. Get the Details
Always get the name of the person you are speaking with and the case ID or ticket number. Before you get deep into the call, verify what happens if the call gets dropped. Will they call you back? Is there a direct number you can call to reach the same person? Too many times, I have been 45 minutes into a call only to get disconnected and have to start over with someone new who has no context. Protect yourself from that.
5. Train Your Team the Same Way
This is not just about you. Any staff member you empower to handle tech support needs to follow these same rules. Otherwise, you become the only person who can get things done, and every tech issue lands on your desk. That is not scalable. Teach them the methodology: stay calm, research first, be relentless but respectful, get the details, and do not hang up until it is resolved.
Tech support is never going to be exciting. But handling it well keeps your operation running. And that is the whole point.
MIKE BAUSCH is the owner of Andolini’s Pizzeria in Tulsa, Oklahoma. Instagram: @mikeybausch
