Need To Vent: Medical Customer with Managed Billing

[smokeeater405]

I recently was asked by a local medical supply company to take a look at their crashed computer. After a few minutes, and being repeatedly shocked, I determined that the motherboard had failed. I suggested a new computer, received a check, and placed the order. I asked what information needed to be rescued and received a short list. One piece included the backup from the medical billing software. I was told that the failed computer was the "server" of sorts, that all the medical billing info fed from it. So, I get the new computer in, rescue the data and deliver the computer. Prior to this I put a phone call in to the billing company and asked if they do remote support, because I know that most of these companies like their stuff configured a certain way. They say that they can remote in and set it up.

I work a full time job (Night shift, 12 Hours) and showed up at the customer's location the next morning at 5:30am (after getting off at 5) and begin the setup. First of all, I find out that in fact the customer has a server running Win 2008 Small Bus. Server and was then told that all the information fed from the server (conflicting info). I try and connect the newly added Win 7 machine, but the server is lacking a service pack. The customer proceeds to tell me that neither the server, nor the workstations, have ever been serviced since it was installed approximately 4-5 years ago. So I have to spend the first hour and half updating the server. Finally, with some more tweaking I am able to connect the new machine. Ok, Ok, Ok, I know...get to the damn point. Long story even longer..... I tell them that the billing system needs to remote in and configure it, seeing that I know nothing about how they want it setup. To top it all off, the server doesn't even hold all the billing info. It is spread around among the workstations. I do not even know why they have a server in the first place.

Secondly, the first check the customer issued bounced, so I had to go back that afternoon and get a new check. When I arrive I'm advised that the printers were printing very slowly. The billing system guy is remoted in, supposedly fixing it. Well, it works fine....so I thought. I leave. I call the guy back lastnight to pitch a new managed service I've been working on and he tells me that he is very dissatisfied with my service. That the printer situation is still not right. I offer to come and fix it for free.

I'm going to explain the situation more in detail to the customer about how it is very hard for a tech to come in blind, with no experience on the current system (configuration, protocols, etc) and make everything work flawlessly. I'm almost to the point of telling the guy to piss off. He, along with all his staff, are very rude and have no personalities as it is.

Thoughts? Comments? Suggestions? ....or just tell ME to piss off!

 

[OldSchoolPC]

Well, it up to you have you want to proceed. However, if the first check bounced, why on earth would you offer any amount of free service? Clearly their business is failing if they do not shell out NEEDED money for I.T. maintenance, and are writing bad checks. Clients like these, you need to make sure they sign detailed terms and conditions, and prepare to sue. Otherwise, just tell them to piss off.

 

[SprinterTech-WI]

if they are paying by the hour, then I wouldn't worry about it... if they are printing from pdfs it's probably going slow due to Adobe X, switch to foxit and they'll be happy.
Sounds like all their systems need a checkover though, make sure AV is up to date firewall and what not, also make sure they are HIPPA compliant, and I would also suggest getting all of their billing info onto that one server, seems like a disaster waiting to happen!!
Also who signed off on the WO stating that the printers were working? I always like to let the complainer know that it was signed off on, and ask if they would like to be the ones to sign off as I can put them down on the file for that.

other than that.... evaluate their value and maybe it's a good move to make them a 1 time customer

 

[MotzTech]

I'm with OldSchoolPC on this one. A client who does not pay should not be a client at all. I'm flexible with my payment plans, but when people make a habit of being past due on bills, I won't support them unless they are up to date.

 

[smokeeater405]

Thanks

Thanks for that. I was feeling the same way, it's just that I live in a fairly small city and I am the only professional repair company. I have only been in business for one year and (probably wrongly) constantly worry about my reputation. I was just laid off from my full time job (2 days ago) and now I pretty much rely on this income. Just alot of stress on me I assume! Needed guidance from other techs. Thanks again!

 

[OldSchoolPC]

...it's just that I live in a fairly small city and I am the only professional repair company...

WOW. Small city or not, you have potential if that statement is true. Increase advertising and charge HIGH.

 

[smokeeater405]

SprinterTech

if they are paying by the hour, then I wouldn't worry about it... if they are printing from pdfs it's probably going slow due to Adobe X, switch to foxit and they'll be happy.
Sounds like all their systems need a checkover though, make sure AV is up to date firewall and what not, also make sure they are HIPPA compliant, and I would also suggest getting all of their billing info onto that one server, seems like a disaster waiting to happen!!
Also who signed off on the WO stating that the printers were working? I always like to let the complainer know that it was signed off on, and ask if they would like to be the ones to sign off as I can put them down on the file for that.

other than that.... evaluate their value and maybe it's a good move to make them a 1 time customer

It wasn't a matter of signing off on the WO. I simply walked into this problem when I went to pick up the new check. Now I'm being blamed for it! And YES THEY NEED A TON OF FREAKING WORK!!!! But they probably don't want to hear that. And I agree about the info needing to be on the server. I am meeting with the owner today and I will post later on how it goes.

 

[smokeeater405]

OldSchool

WOW. Small city or not, you have potential if that statement is true. Increase advertising and charge HIGH.

It is totally true. That's why I'm so busy right now. I have recently started charging higher than normal. Gradually though, so no one will take notice and get ******. As far as advertising, I signed a check over to the local newspaper yesterday. I advertise a good bit. I probably could increase it, but due to losing my job, trying to keep as much cash on hand as possible.

 

[MotzTech]

When I go into a new business client, be it a simple break/fix or a new server. I give their network a once over and meet with the owner/manager about it. They may not want to hear it, but they should.

Also a little tip about MSP services. We are in the final stages here of getting a program together and one thing you REALLY need to make sure you consider is the current condition of the network. We won't even support anything until we have certified that it is in full working order to begin with. If any major problems crop up we will fix them, at our hourly rate. Only AFTER we have everything in the network running top notch, will we get our MSP service started. The risk you run by not doing this is having them sign up, call you every hour for a month and once everything is fixed, drop you.

 

[MotzTech]

It is totally true. That's why I'm so busy right now. I have recently started charging higher than normal. Gradually though, so no one will take notice and get ******. As far as advertising, I signed a check over to the local newspaper yesterday. I advertise a good bit. I probably could increase it, but due to losing my job, trying to keep as much cash on hand as possible.

Don't be afraid you raise your prices and make sure people are aware of your new pricing. It's all about supply and demand, most businesses should understand that. I'm sure you can find a nice formal letter template somewhere (I think I may have seen on on TN) that you can send to your clients explaining your price increase.

 

[smokeeater405]

MotzTech

When I go into a new business client, be it a simple break/fix or a new server. I give their network a once over and meet with the owner/manager about it. They may not want to hear it, but they should.

Also a little tip about MSP services. We are in the final stages here of getting a program together and one thing you REALLY need to make sure you consider is the current condition of the network. We won't even support anything until we have certified that it is in full working order to begin with. If any major problems crop up we will fix them, at our hourly rate. Only AFTER we have everything in the network running top notch, will we get our MSP service started. The risk you run by not doing this is having them sign up, call you every hour for a month and once everything is fixed, drop you.

Thanks for the tip about MSP. I'm new to that arena and have been doing a lot of research but did not even consider that (with a big fat DUH!).

And when I first went into the office the owner wasn't there. I met with the office manager, which I wrongly assumed she new about where the info. was stored, etc.

 

[smokeeater405]

MotzTech

Don't be afraid you raise your prices and make sure people are aware of your new pricing. It's all about supply and demand, most businesses should understand that. I'm sure you can find a nice formal letter template somewhere (I think I may have seen on on TN) that you can send to your clients explaining your price increase.

Thanks! I'll look into it.