How to deal with talkers & time wasters

[BigMac]

Hi,

This is mainly a question directed towards people here with a storefront but I suppose could apply to the people working from home and/or road warriors.

I have a storefront that I work at by myself, at least a majority of the time, and often have problems dealing with people that either just have a "quick question", wanting to see what something will cost, or they are a paying customer either dropping off or picking up. Of course you are going to have more patience with the paying customer, but still, you can't afford to spend 10+ minutes with them. Some want to talk about the repair, some just simply want to run their mouth and talk about the weather. I am a pretty social person but when there is a ton of work to get done and the phone is ringing in the background you can't be wasting your time jabbering. Do any of you guys have this problem? How do you handle the situation? Some people just don't get the "Well I better get back to work" line!

Looking forward to your replies.

 

[ljtechservices]

I have a few folks that want my full attention every time i see them.
I've learned to stonewall without seeming stand-offish.
i also have a good thousand yard stare for when they ask a question.
my phone is always beeping with some update, this is a good excuse to say "oh hey i need to take care of this."

but most that do this are older folk and i'm still old school and country enough to just wait them out.

i've told some people flat out that i don't have time to talk to them.

i guess my answer is that it just depends

 

[Vicenarian]

I yell, 'Oh noes! One of my customer's computers just burst into a ball of flames!" And hang up. Funny thing, they don't usually call back...do you guys think I am doing something wrong here?

 

[m5online]

I have a storefront that I work at by myself, at least a majority of the time, and often have problems dealing with people that either just have a "quick question", wanting to see what something will cost, or they are a paying customer either dropping off or picking up. Of course you are going to have more patience with the paying customer, but still, you can't afford to spend 10+ minutes with them. Some want to talk about the repair, some just simply want to run their mouth and talk about the weather. I am a pretty social person but when there is a ton of work to get done and the phone is ringing in the background you can't be wasting your time jabbering. Do any of you guys have this problem? How do you handle the situation? Some people just don't get the "Well I better get back to work" line!

I think what you are doing now it pretty much the best method. It really is on an individual basis. If it is a paying customer who is a jabber mouth, you kind of just deal with it, play along with them, and make sure they come back to you when they have computer problems. With busybodies who are just looking for free information, or you get a user who "knows computers" and wants to talk to you at length about the virus warning that was on CNN last night, you know, you make up a polite excuse to get them out of your hair. With me, I'm a social guy and it's easy for me to carry conversation, and when users feel they can talk to you on a more casual basis, they start up with all the questions. I sometimes will say "I dont' know, i'll have to get back to you on that", and a lot of times that shuts them up.

I guess it's all about good customer service.

 

[keeperofthecode]

This is why I hired an office assistant. She's a diversion for the techs so we can actually get some work done. Works 90% of the time.

 

[Appleby]

Excellent replies so far. If it's a phone talker, I will eventually say, "Hey I've got an appointment (or I've got to get back to a computer I promised out today), I've got to run." If it's someone in my office, I will try to nicely end the conversation and just say "Hey I've got to get back to work, tons of computers to repair and deadlines to make...sorry but I know you understand."

Most people do understand, even the talkers and they get the drift. I'm always nice but the phone talkers are the worst IMO, because they are usually trying to get something for nothing and the old line of "This sounds like something I'd have to see to help you with. If you want to make an appointment, I've got some time tomorrow....." They usually get the drift and hang up because they want free help.lol

 

[RegEdit]

This is why I hired an office assistant. She's a diversion for the techs so we can actually get some work done.

There you go! Just instruct her to say "I know virtually nothing about computers".

 

[Kitten Kong]

I know of one local store, who has a sign on his window, stating something along the lines of..

Any and all advice will be billed at £1 per minute.

Maybe a bit radical, but it works for him.

 

[Martyn]

I know of one local store, who has a sign on his window, stating something along the lines of..

Any and all advice will be billed at £1 per minute.

Maybe a bit radical, but it works for him.

Hmm it would put me off using him entirely.

 

[Kitten Kong]

My thoughts too mate. This guy in on a main road, with thousands of cars passing per day. His store is also at a set of traffic lights.

I went in years ago, as I needed a stick of 512 DDR, whilst I was out on a job. (DDR had just come on the scenes), he started asking me some stupid questions, ie how did I know it was DDR i needed, I should bring the pc to him so he could check it over, to make sure I was right with what I needed etc. It may not be ram I need..

Really pi33ed me off, to say the least. Then when he finds out im a tech, ahh all so different then, how's business for you.. what do you think of this idea. Have you come across so n so.

Then I noticed his sign, and told him, any and all advice will be billed at £1.50 per minute.

Soon shut up. Needless to say, I didnt get my ram off him lol.

 

[Cybjun]

You just need to learn the fine art of disenaging from a conversation.

"Ok, have to get back to work now" or if they are asking you advice on how to fix, troubleshoot or what to buy offer your service or the part they need give them a price then stop answering most of the questions and the few that you do answer have the answer include "its hard to be anymore specific with out seeing it so bring it in and we will do a diagnostic at $$$) Most people looking for advice leave when you start asking for money.

The people that come in just looking for a friend are a lot harder to get rid off unless you are genuinely busy

 

[red12049]

My thoughts too mate. This guy in on a main road, with thousands of cars passing per day. His store is also at a set of traffic lights.

I went in years ago, as I needed a stick of 512 DDR, whilst I was out on a job. (DDR had just come on the scenes), he started asking me some stupid questions, ie how did I know it was DDR i needed, I should bring the pc to him so he could check it over, to make sure I was right with what I needed etc. It may not be ram I need..

Really pi33ed me off, to say the least. Then when he finds out im a tech, ahh all so different then, how's business for you.. what do you think of this idea. Have you come across so n so.

Then I noticed his sign, and told him, any and all advice will be billed at £1.50 per minute.

Soon shut up. Needless to say, I didnt get my ram off him lol.

Eh... Not so stupid if he didn't know you were a tech. I do the same thing to customers that I don't know. Helps avoid returns. I also no longer warranty stuff I don't install. Too many comebacks.

We have a lot of thunderstorms in this area. I can't begin to tell you how many "power switches" I could sell (and later have returned) after each one.

Rick

 

[dmurphy315]

i get it all the time here,, everyone has a question, usually followed by 6 more questions... geeeez. i try to answer the best i can, and as quick as i can. i try hard to keep it limited to 5 minutes,, and then "hey, gotta go... etc.

it's the ones that tell you they "are good with pc's, and such, but are probing with questions on how to fix there pc also. i flag these types right off the bat... LOL.


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