In tech support, reactive work is standard operating procedure. We log in, open the queue, and immediately start putting out fires. A ticket comes in, we fix it, close it, and move on to the next one.
Many people raised in support or development instinctively triage their own time: if it ain’t broke, don’t fix it. But true proactivity – the personal drive to work toward a better tomorrow – seems like a rare superpower.
Two Ways to Handle the Same Ticket
- Person A: Their immediate thought is to fix the issue. Then if there is time, they’ll look into what caused it.
- Person B: Their immediate thought is to stop the issue from happening again. Then if there is time, they’ll look into fixing it for today.
The payoff happens the next day:
- Person A may be stuck fixing the exact same issue all over again.
- Person B has permanently deleted a class of problem and moved on.
The Myth of “If Only We Had More Time”
We’ve all heard, “If only we had more time we’d definitely investigate the root cause”. It sounds convincing, but just isn’t true. Working proactively isn’t “relaxed troubleshooting”—it’s a completely different animal.
Imagine waking to find a clone handling today’s workload, leaving the day free to focus entirely on improving tomorrow. The day starts with routine morning checks, and the rest of the day is spent fixing the issues and flaws they reveal.
There is no dopamine hit, no closing tickets, no pats on the back, and no sign anyone knows (or even cares) how today was spent, as there is no obvious result. The issues resolved never happened.
A Different Drum
That’s why true proactivity is so rare: as humans with limited time we are hard wired to continuously check we’re not wasting it.
Overcoming that natural instinct requires a deliberate shift in perspective. From maintenance to insurance. Putting out fires will always be necessary, but the real win is making sure the preventable ones never start.


