When you go onsite to fix a computer, you should obviously fix the problem that you were sent there to do but I am sure you could always find something else to do such as updating their antivirus, patch their Windows, update applications, empty temporary folders and clean out dusty computers. This all takes extra time that the client may not want to pay for and can be potentially risky. So how far should you go? Read on.

When I was first starting out I was a little over eager in this respect. I would fix the problem I was sent there to fix but if I noticed that there were a bunch of Windows updates to do, I would install them. Unfortunately, disaster struck a few times when certain Windows updates weren’t compatible with certain software on the system. This could cause all sorts of problems like BSOD’s or cause Windows not to be able to boot up at all. I was trying to do the right thing but from my clients perspective I made things worse.

To avoid this, I could just fix what I was supposed to and then leave but I felt I wasn’t doing my job as a computer technician if I was overlooking potential future problems, so I had to find a balance. I settled on first fixing what I was sent there to do which is often something like restore internet access, remove a virus or set up an email address and then ask the client if they would like me to spend more time on the computer fixing other problems. It usually say something like this:

“The problem has been fixed and you are good to go. However, I did notice that your computer is missing alot of Windows Updates. Every day hackers try and figure out new ways to break into a Windows system by finding ‘holes’ in the way Windows was made. Microsoft find out about these ‘holes’ that allow hackers in and create ‘Windows patches’ to fix them. Would you like me to install these Windows updates? It takes a little longer but it helps prevent future problems”.

Most of the time they want me to go ahead and if a patch does break the computer at least I can say that their computer didn’t like one of the patches rather than me breaking something they didn’t even want me to fix. If you say it in a “help prevent future problems” way they feel that you are looking out for them. If they don’t want you to do it and they encounter the problem you mentioned later down the track, they know its their own fault and it helps build credibility because you knew it was going to happen in the first place.

In the business environment, it is a little different because you need to take more initiative. They don’t want to be bothered by you asking every couple of minutes, they want you to “just get it done” often without worrying about the higher cost due to the extra time it takes.

For businesses, I find it best to just do the things that are low risk like updating the antivirus and perhaps installing a single Windows patch, and ask them about higher risk things such as installing a whole service pack or installing a new firewall which could potentially break some of their business applications.

Think about it, which technician is the client most likely to call back? The one that fixed what they asked? or the one that broke the computer and spent 3 more hours trying to repair his own screw-up for something I didn’t even want him to do in the first place?

Do what you are supposed to, do low risk tasks if you need to then ask if they want to you do anything extra.