Comments on: Should We Use Google In Front of a Customer?

By: Heather Paquinas

Heather Paquinas — Wed, 28 Oct 2009 01:07:44 +0000

I don’t have problem googling obscure stuff. I do, however, have a problem with customers watching over my shoulder. WTH? It’s not like I’m a tire place slashing your tires.

By: Lynn

Lynn — Wed, 24 Jun 2009 03:55:26 +0000

I google all the time “IF” I need to. Have never had a customer question me about it and actually try to make it a teaching session. Usually after a couple clicks of what I am looking for they are lost and say glad I called.

By: The Desolate One

The Desolate One — Mon, 22 Jun 2009 14:39:40 +0000

I could care less about googling in front of a customer. If I’m there to fix their computer, I’m using ALL avenues to get the job done. MOST of the time, I bring their computers home to fix them anyways. But on the rare occasion that it’s something I can fix without having to bring the computer home, and I need google to help me diagnose the problem, I’M USING IT.

By: Chad

Chad — Wed, 27 May 2009 03:47:06 +0000

That last line of Votre’s (#21) got a big smile LOL

By: MikeB

MikeB — Mon, 18 May 2009 05:07:36 +0000

I don’t have a problem using any online tools in front of a client. Google is just one of the ones I use as well as a couple of really good tech websites.

By: Mark

Mark — Sat, 16 May 2009 05:59:42 +0000

Most people don’t know how to use the advanced search features of Google to narrow down a couple million results to something more manageable (i.e. using quotes to search “exact phrases” and using “-” to take out specific words).

By: Fahad

Fahad — Thu, 14 May 2009 19:26:29 +0000

Sure, you will always encounter error codes that you will never have seen before but I definitely will not use google in front of a customer. In most cases, the customer, will not know anything beyond the very basics of what a computer is and therefore will not be able to perceive that there are thousands of error codes, each with their own seaprate problems. So, instead of trying to explain to the customer why you are using Google, I will not use it. Period.

By: Ron

Ron — Thu, 14 May 2009 05:16:36 +0000

One thing too that should be mentioned here, and maybe it was and I just missed it, but sometimes Google (or more correctly, the info Google finds) is wrong, outdated, partially correct, only applicable in a certain way, etc. I think Nathan H kind of hit on it with knowing which link to click, but to expand on his comments, I’d like to add that it goes further than that, it goes down to knowing how to disseminate the information and compile it into a usable solution based on experience and data gathered.

Often times you don’t just go to one page and get the answer, but rather several pages and then compile it in your head, which order to do things in, which things to do and NOT to do, etc.

Let’s face it, if it was just that easy as using Google, then why call us? The fact is that it isn’t that easy and if someone wants to question me why I am using Google, it’s like any other tool. I think the key is to NOT have to search online for the basic knowledge.

By: Sam Williams

Sam Williams — Thu, 14 May 2009 04:01:18 +0000

I have google for answer in front of customers. if Looked up there maker if laptop or PC for answers, Good example is H.P. you can always find a driver or error fix. I have explained to the customers that there so many variants of PC in same line up. you don’t always get the same parts. if you need drivers for a model. then thats were you would get it. Also i looked for errors on google for Computer problems and found soultions. As long you explain to the customer as to why you are googling an answer then. I don’t see it being a problem.

By: Nathan H

Nathan H — Wed, 13 May 2009 21:44:27 +0000

I agree with Muncher (Post 3)

What makes me different from the cowboys is I know what I don’t know but most importantly I know where to find it.

It’s like the customer who moans because you only 3 buttons to fix his PC and you want payment.

It’s not about only pressing 3 buttons its about knowing what 3 buttons to press.

I use google in front of my customers some of the say i could have done that, I bite my tongue but inside I’m shouting why didn’t you and how come you called me.

I’ll some them the number of hits it brings, and advise them while they could have done a google search as a technician I know which one of the 300,000 hits is the right one to read and solve their issue, this usually make them shut up.