Service and Support Beyond Just Customers

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Apr 24, 2018

HDI Conference Reminds Help Desk Professionals to Focus on Choice, Gratitude and Listening

Another HDI conference has come to its successful conclusion. HDI is an association for technical support professionals. The location of the conference moves each year, and this year I was fortunate to get to go to Las Vegas. The annual conference is 3 days long and includes learning tracks for Desktop Support, Metrics, Support Center Optimization and Leadership to name a few. I look forward to this conference every year because of the great takeaways and reminders that I can bring back and put into action right away.

The focus of HDI and this conference includes how to provide an amazing service and support experience, whether that be to our friends, family, coworkers, peers or customers. My major takeaways this year include:


It all comes down to choice. I choose to come to work today. I choose to exercise and treat my body like it is the only one I get. I choose to take the opportunity to have a difficult conversation with a coworker that will help us both grow. I choose to spend time on me each day, to help me be a better wife, mother, leader, coworker, friend.


I’m curious if our digital, immediate, fear-of-missing-out world has driven this, or if it has always been present and is just more visible now, but gratitude comes up more and more often. It was part of multiple sessions that I attended at this year’s HDI Conference. I’ve always thought of myself as a grateful person, but I realized that I need to do better about acknowledging specific things that I am grateful for and writing them down. Not only does gratitude help us keep focus on what is important to us, it also actually pushes anxiety out because the brain can’t focus on positive and negative at the same time.


We have all heard that you have two ears and one mouth for a reason. However, not just any listening will do. Are we listening to learn something, to remember something or to act on something? Sometimes our listening is just waiting for the other person to stop talking. Going forward, I will choose to give the speaker my full attention and remember that everyone is going through something and that through empathy, I can best understand what they are telling me.

The HDI Conference is more than just about Help Desk service, it’s about finding what makes us all connect and be our best-self so we can provide others with the support they need.

We live in a fast paced world that doesn’t leave much down time. Taking time to better ourselves personally and professionally is absolutely necessary in order to bring our best selves every day to the people who are important to us. I’m very grateful that my leader prioritized my development and let me attend this conference. I am empowered and energized to work on empathetically listening to everyone that speaks to me and I will choose to focus on gratitude!

Category: Personnel

About The Author

Hollie Braid

Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality. Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader. Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.