06/08/2026
My life as a Creative Director at ADQUEST CREATIVE is challenging indeed. Not just the work itself but dealing with client behavior.
… “One of the recurring challenges I face is receiving calls from clients who have locked themselves out of their computers, mobile devices, email accounts, websites, or various software applications. Many of these clients are older adults, often between 50 and 90 years of age, and technology can sometimes become frustrating and overwhelming for them.
A common scenario occurs when a password is forgotten. Instead of stopping to verify the correct credentials or using the password recovery process, they repeatedly enter the wrong password over and over again until the account, device, or application eventually locks them out completely. It is a classic example of continuing the same action while expecting a different result.
Once they are locked out, the panic begins. The phone rings, and suddenly I become the first person they call for help. Because I originally configured the computer, network, website, software, or account, many assume the problem must somehow be my fault. In their frustration, I often become the recipient of their complaints, even though the lockout was caused by repeated incorrect password attempts or a forgotten login credential.
Over the years, I have learned that technical support often involves much more than solving technology problems. It requires patience, understanding, and the ability to calmly guide people through situations that are frequently self-inflicted. While I am always willing to help, it can be challenging when responsibility is shifted to the very person who originally set up the systems correctly in the first place.
The reality is that technology rarely fails in these situations. More often than not, the issue stems from forgotten passwords, ignored recovery procedures, or repeated unsuccessful login attempts that trigger security protections designed to prevent unauthorized access. Nevertheless, when frustration sets in, logic often takes a back seat, and the support technician becomes the easiest target.
After more than three decades in the creative and technology industries, I have come to recognize that solving the technical problem is usually the easy part. Managing the emotions, expectations, and misunderstandings that surround the problem is often the real challenge.”
