Comments on: Dealing with Client Questions http://www.technibble.com/dealing-with-clients-questions/ A Resource for Computer Repair Technicians & to get PC tech support help. Fri, 20 Nov 2009 17:51:23 -0600 http://wordpress.org/?v=2.8.4 hourly 1 By: Mesbah http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-9643 Mesbah Tue, 08 Sep 2009 19:51:35 +0000 http://www.technibble.com/?p=1991#comment-9643 One of the scariest things that I have done, and continue to do so are system reformats/ OS reinstalls. Not that I'm really afraid, (i've been doing this for 8+ years) but because all of my clients want the convenience of having their data backed and transferred over. Now, we all know to tell customers that they are responsible for the data etc. etc. etc., BUT, at the end of the day, when all is said and done, and if the client doesn't have the time or backups his work incorrectly. He will be pissed and upset, be it at me or himself. Its a bad situation, and no one wants to be in a bad situation. So what I do (although takes a little extra time) is I use Acronis image backup (if used with a seagate hard drive its free to run) to backup their work. That way just in case, i accidentally miss a file (of course its the ONLY file they need) i have a backup that I have kept for several weeks that is an exact copy of their drive, insuring their work is saved. Its more work, but its Insurance. My techs and I practice this and it has helped quiet a few times. I love this site. P.s. its also a great idea to go on ebay and buy all the 2/3 year subscriptions to various magazines and have them mailed. Its great reading material and helps keep you up to speed about problems and new gadgets and in general what else is out there. I hope this helps someone... Regards, One of the scariest things that I have done, and continue to do so are system reformats/ OS reinstalls. Not that I’m really afraid, (i’ve been doing this for 8+ years) but because all of my clients want the convenience of having their data backed and transferred over. Now, we all know to tell customers that they are responsible for the data etc. etc. etc., BUT, at the end of the day, when all is said and done, and if the client doesn’t have the time or backups his work incorrectly. He will be pissed and upset, be it at me or himself. Its a bad situation, and no one wants to be in a bad situation. So what I do (although takes a little extra time) is I use Acronis image backup (if used with a seagate hard drive its free to run) to backup their work. That way just in case, i accidentally miss a file (of course its the ONLY file they need) i have a backup that I have kept for several weeks that is an exact copy of their drive, insuring their work is saved. Its more work, but its Insurance. My techs and I practice this and it has helped quiet a few times. I love this site.

P.s. its also a great idea to go on ebay and buy all the 2/3 year subscriptions to various magazines and have them mailed. Its great reading material and helps keep you up to speed about problems and new gadgets and in general what else is out there. I hope this helps someone…

Regards,

]]> By: Craig http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-8719 Craig Thu, 02 Jul 2009 02:53:26 +0000 http://www.technibble.com/?p=1991#comment-8719 Great post, I have struggled with one or two of these in the past, im definately keeping this for future reference. I have directed people to geek squads website before now, as soon as they see $100 backup and $200 callout, it usually cements them with me as a client. Great post, I have struggled with one or two of these in the past, im definately keeping this for future reference.

I have directed people to geek squads website before now, as soon as they see $100 backup and $200 callout, it usually cements them with me as a client.

]]> By: Haz http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-8024 Haz Sat, 13 Jun 2009 05:59:47 +0000 http://www.technibble.com/?p=1991#comment-8024 Its stupendous, thanks for the tips. Lessons well learned. I always wanted to be like Mike Busby, "I never do free jobs for family or friends. (My free time is my free time not help desk support for everyone in the family). They should realise I am making a living from my expertise not running a charity." But ended up they always bugged me for free or with huge discounts. Kudos Mike. Its stupendous, thanks for the tips. Lessons well learned. I always wanted to be like Mike Busby,
“I never do free jobs for family or friends. (My free time is my free time not help desk support for everyone in the family). They should realise I am making a living from my expertise not running a charity.” But ended up they always bugged me for free or with huge discounts. Kudos Mike.

]]> By: Rodel http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-7707 Rodel Sat, 23 May 2009 08:23:44 +0000 http://www.technibble.com/?p=1991#comment-7707 nice...i learned something... nice…i learned something…

]]> By: Mike Busby http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-5958 Mike Busby Wed, 18 Feb 2009 13:59:29 +0000 http://www.technibble.com/?p=1991#comment-5958 My best client started as a pain in the ass who wanted to know everything I was doing, how come I used a certain brand of screwdriver, why didn't I use an anti static starp when removing his floppy drive and 1000 other idiot questions. In the end he said he wasn't going to pay me for my ability to use a screwdriver and told me to leave. As I left I handed him his motherboard, standoffs, jumpers and assorted screws, cables etc and my favourite No2 Phillips Head screwdriver. I told him if he called me back it would be double the price for two call outs and labour. He called me after 2 hours and he has now been one of my best customers for over 10 years. I don't pull punches when dealing with customers. If they are idiots I tell them so. I don't need the money that badly I will kow tow to fwits. My worst customers are those who spent $3K on a computer 7 years ago and when you tell them it isn't worth $2.00 today they think you are trying to rip them off or something. I just pack up and leave without a comment. If they come the "My 16 year old cousin etc" I tell them to go see them first but if they want a professional job done then they will have to pay for it. I never do free jobs for family or friends. (My free time is my free time not help desk support for everyone in the family). They should realise I am making a living from my expertise not running a charity. I will give freebies to big clients on occasion when I can afford it. But always give the small businessman a break when you can. He is also trying to make a living just as you are. Support when he is small may just turn into something bigger if he makes it big. My best client started as a pain in the ass who wanted to know everything I was doing, how come I used a certain brand of screwdriver, why didn’t I use an anti static starp when removing his floppy drive and 1000 other idiot questions. In the end he said he wasn’t going to pay me for my ability to use a screwdriver and told me to leave. As I left I handed him his motherboard, standoffs, jumpers and assorted screws, cables etc and my favourite No2 Phillips Head screwdriver. I told him if he called me back it would be double the price for two call outs and labour. He called me after 2 hours and he has now been one of my best customers for over 10 years.

I don’t pull punches when dealing with customers.

If they are idiots I tell them so. I don’t need the money that badly I will kow tow to fwits.

My worst customers are those who spent $3K on a computer 7 years ago and when you tell them it isn’t worth $2.00 today they think you are trying to rip them off or something. I just pack up and leave without a comment.

If they come the “My 16 year old cousin etc” I tell them to go see them first but if they want a professional job done then they will have to pay for it.

I never do free jobs for family or friends. (My free time is my free time not help desk support for everyone in the family). They should realise I am making a living from my expertise not running a charity.

I will give freebies to big clients on occasion when I can afford it.

But always give the small businessman a break when you can. He is also trying to make a living just as you are. Support when he is small may just turn into something bigger if he makes it big.

]]> By: Stu http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-5954 Stu Wed, 18 Feb 2009 00:13:54 +0000 http://www.technibble.com/?p=1991#comment-5954 The amount of customers who tell me they know someone who "knows what they are doing", "are really good with computers" or even "works for the police computer forensics department" and I'm like, "Well why didn't you call them in the first place?" Half the time it's probably just bluff, usually right after I've told them something they don't want to hear. I The amount of customers who tell me they know someone who “knows what they are doing”, “are really good with computers” or even “works for the police computer forensics department” and I’m like, “Well why didn’t you call them in the first place?”

Half the time it’s probably just bluff, usually right after I’ve told them something they don’t want to hear.

I

]]> By: InterNet Age http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-5741 InterNet Age Tue, 03 Feb 2009 12:16:57 +0000 http://www.technibble.com/?p=1991#comment-5741 I've had the first scenario you've mentioned above already this week, and it was so fullfilling giving that answer to the client, but I doubt I said it word for word though. Lol! I’ve had the first scenario you’ve mentioned above already this week, and it was so fullfilling giving that answer to the client, but I doubt I said it word for word though. Lol!

]]> By: Neil http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-5675 Neil Fri, 30 Jan 2009 18:46:25 +0000 http://www.technibble.com/?p=1991#comment-5675 Great post. Some great replies and some that are worth using. I am currently embarking on a slightly new career of field repairs after spending 2 years doing telephone diagnostics with customers of a large ISP Great post. Some great replies and some that are worth using. I am currently embarking on a slightly new career of field repairs after spending 2 years doing telephone diagnostics with customers of a large ISP

]]> By: Xander http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-5663 Xander Thu, 29 Jan 2009 18:36:58 +0000 http://www.technibble.com/?p=1991#comment-5663 "I make $1 per hour for pushing a button. I make the other $44 for knowing which button to push." “I make $1 per hour for pushing a button. I make the other $44 for knowing which button to push.”

]]> By: votre http://www.technibble.com/dealing-with-clients-questions/comment-page-1/#comment-5658 votre Wed, 28 Jan 2009 21:05:38 +0000 http://www.technibble.com/?p=1991#comment-5658 The client says.. “Why should I buy a system from you when X has it $XX cheaper?” If dealing with a truly obnoxious individual I don't want as a customer I usually say something along the lines of: "Wow! That's a really good deal. I'd go buy it from them right now if I were you. You's be crazy not to. (then I wait 10 seconds, smile and say) so...is there anything else I can help you with today?" They usually catch my drift and sail off into the distance. Maybe I've lost a client, but who wants clients like that? They'll only be more grief than they're worth down the road. The client says..
“Why should I buy a system from you when X has it $XX cheaper?”

If dealing with a truly obnoxious individual I don’t want as a customer I usually say something along the lines of:

“Wow! That’s a really good deal. I’d go buy it from them right now if I were you. You’s be crazy not to. (then I wait 10 seconds, smile and say) so…is there anything else I can help you with today?”

They usually catch my drift and sail off into the distance. Maybe I’ve lost a client, but who wants clients like that? They’ll only be more grief than they’re worth down the road.

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