Over the history of IT, there has been one tried and true way of protecting bad technology decisions ... Blame the user.

• App doesn't work. Blame the user. ("They're not using it correctly.")
• Data breach leaks confidential customer data. Blame the user. ("Systems worked well. It was social engineering.")
• Device is slow. Blame the user. ("System would have worked well if it wasn't for all of the individual's personal apps slowing things down.")

Consumerization of IT, however, aims to change this mindset to "the customer is always right." As a result, many IT departments struggle with how to change an engrained culture of blame and risk aversion in order to do what's right for the business.

This shift is painful, as IT staffers need to exercise detachment so that they don't get caught up in over-thinking or protecting previous decisions. The new mantra needs to be "Fail Fast. Fail Forward."

Here are some suggestions for easing the transition to the new "Customer First" approach:

1.) Remind your staffers that problems happen. Measure performance on how problems are addressed when they occur, not for the absence of them.

2.) Create a "We're all in this together" mindset, so IT staff understand that they need to work "with" their users, which are essentially internal customers, not against them.

3.) Launch a rewards and recognition program highlighting IT staffers that go above and beyond what's expected to meet and exceed employee expectations.

4.) Develop an action plan for systemically dealing with problems, including employee and department communication, pre-planned use of incremental funds when needed to address and how to ask for help.

5.) Ask your IT team to help collectively build and execute this policy over time. Create an MBO (management by objectives) around customer orientation.

Does your organization have a "blame the user" predisposition? How are you overcoming this challenge? Share your thoughts by making a comment below.