IDG Contributor Network: 6 steps to rescue a problem client

Early in my IT manager career I discovered a valuable lesson that has helped me immensely ever since. The story goes like this:In a senior IT manager role, my team of some 100 technical resources supported the business applications developed by our company for just over 100 hospitals throughout the U.S. My five regional IT support organizations also provided customized programming services and training for our hospital clients.I received a call from our West Region support manager one day and sh