Things that take a long time

[Tucker]

Hi

Was just wondering when things need doing such as a thorough virus scan or a defrag, which will obviously take a long time to complete, how many of you will sit there or stay with the client while this is taking place.

Also are there any decent specialised tool for things like defrag that will do it quicker than the Microsoft equivalents?

[Nathan H]

What I usually Do is explain to the customer what I intend to do and why.

Then I explain it is gonna take a while, with a rough estimate of a few hours.

I then tell them I can stay and do it here but as your paying me by the hour it would be cheaper if i took their system back to my Lab, and done it there, as once in the Lab I only charge for the time I am actually working on it, because i can work on 2 - 3 other PC's at the same time, where as if i am at their home I charge for my time, whether i am doing something or waiting for a scan to finish.


that way they can make an informed decision. 95% of the time the customer said to take it.

However I have had a few customers who want it done on sit and want you to remain, I didn't mind, I watched a DVD lapped up their hospitality and drank their coffee and got paid to do it.

I do query the customers, just to ensure they fully understand what they are asking.

I just put it down to people having more money than sence....

[gunslinger]

Pretty much the same thing here. If I see its going to take more than say 2-3 hours I'll offer to take the system back to the shop. As for a good dfrag program try JKDfrag, its portable so you don't have to install more software on an already slow machine and it does a really good job. You can download it here http://www.technibble.com/repair-tool-of-the-week-jkdefrag-gui/#more-694

[syst3merror]

I try using portable software WHENEVER I can. Granted, they would be considered warez sometimes, but I only use portable versions of software I already own so that if anything ever goes wrong, I can prove that I have a license for the mentioned software.

You can find portable versions of just about everything now!!

[Favre04]

Tucker,

I find it best to ask the appropriate questions when I receive a call for a service so I can try to determine the correct amount of time to quote to complete the entire service onsite.

Think of this through your clients eyes. If this is a first time client, you have not yet developed a trust based relationship. Their computer may contain personal pictures, tax returns, and other identity related information. They may be reluctant to let you take it out of their home, which is why they scheduled an in home visit in the first place rather than take it to a local shop where they would leave it.

Even a regular client may not be too wild about letting their computer out of the home.

If you are sure the system has a virus, then run a scan. If you are unsure I would start with NanoScan or Stinger. If they find something then a full system scan would be warranted.

A defrag can be left running (no need to sit and wait for that), or scheduled to run overnight by using the task scheduler.

Staying to perform the service in its entirety will help to build the trust based relationship you should be seeking with your clients.

I hope this advice helps. Since I am new to the forums, if you liked my advice could you please add to my reputation?

Thank you.