[Root] Access is an advice column for your questions about IT issues, career moves, and workplace corners. Submit your questions here. Note that questions are anonymous and may be edited for publication.
Dear [Root] Access,
Last Halloween, I had a brilliant idea. Part of my job as an IT professional involves visiting customer sites to perform fixes and maintenance. Occasionally, clients tell me, “You’re here to save the day!” or “You’re my hero!” So, naturally, I thought, “Why not lean into this?”
I put together a Halloween superhero outfit with a tech support twist and wore it to customers’ offices. The clients loved it! Suddenly, I was not just the IT guy – I was their superhero.
What started as a quirky joke turned into a surprisingly effective client engagement strategy. I kept the superhero gig going for the entire year. And, as any good hero would, I upgraded my suit bit by bit: high-tech gadgets, a sparkly cape, typing-friendly fancy gloves, and custom boots. I even transformed my jumpsuit into something much more comfortable, complete with my employer’s logo embroidered on the chest. All in all, I’ve invested about $2,000 on this ensemble—keeping every receipt so I can eventually get reimbursed.
Last week, I finally handed the receipts to my manager. After looking them over, he laughed and said, “No one ever asked that you wear a superhero costume. That was your own choice.” I tried to explain that my outfit wasn’t a costume; it was a customer relations tool. He shrugged. Since the company doesn’t pay for work attire, reimbursing me would be unfair to the other employees.
After our interaction, I hid in the bathroom for an hour, dabbing my tears with the edge of my cape.
On one hand, I’m proud of how my superhero era took off—it’s become a part of my professional identity! On the other hand, I feel like my employer should recognize my investment. Should I keep fighting for reimbursement, or is it best to admit defeat?
—Going Above and Beyond
Dear Going Above and Beyond,
Thank you for your service. Your dedication to making computer support fun and entertaining clearly brings joy to your clients while boosting your brand. I’d like to answer your question with a story.
The first company I worked for had a professional dress code: Slacks or pencil skirts, button-up shirts, and closed-toed shoes. Fresh out of university, I didn’t have any of these clothing items except—technically speaking—rule-abiding shoes in the form of a beat-up pair of Converse.
To prepare for my first week on the job, I went shopping. I grabbed five new button-up shirts, a few pants, and a pair of shoes without holes in the soles. At checkout, my heart skipped a beat. I’d never paid more for clothes in my life. Would my new company subsidize this uniform? I hoped so. After setting up my laptop on my first day, I found the Employee Handbook and confirmed my suspicion: My company reimbursed food and travel expenses for work trips but nothing else.
I share this story because many employees (including myself) have been here before. Sometimes, our job requires an extra contribution from us but just won’t pay up. We go above and beyond to delight clients, but the organization isn’t ready to make the same investment.
Would it be nice for your organization to reimburse you? Absolutely. That’s a form of meaningful recognition. But they’re not required to, and they’re certainly not incentivized to unless there’s a compelling data-driven story about the business impact of superhero garb.
Instead of advocating for reimbursement, I encourage you to ask yourself what you actually want. Is client appreciation enough, or do you wish your manager replied with gratitude instead of a scoff? Do you feel valued for who you are and what you contribute to the organization? What’s missing to feel seen and understood?
After a few weeks at my first job, I found I didn’t feel like myself when following the company’s dress code—in fact, it was one input in my decision to work only for organizations with looser policies.
Practically speaking, check the reimbursement policy in advance next time. Until then, notice the people who celebrate how you show up and invest more in those relationships.
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