The article discusses how Information Services (IS) departments can best establish a reciprocal relationship with computer users. Providing users a good customer service experience is essential for the functioning of the IS department. Technological efficiency and skills are not what most affect how computer users feel about their IS department, which has an impact on the degree to which the users cooperate with the goals of the department. If users feel that they are respected, listened to, dealt with as individuals and they receive frequent communications, the IS department can be successful. If user trust breaks down, the IS department could be outsourced or will not function well.