Questions about home visits

[Larry Sabo]

I've been doing on-site, residential repairs (as well as drop-offs) for 11 years now and almost never encountered anything that concerned me. Have had just a couple of genuine deadbeats in that time, and one who flatly refused to pay the full amount of my bill, and insisted on a warranty for the virus removal I performed. I had not been using a work order back then, so had nothing to use to fight the case. Even if I had, I doubt it would have been worth fighting the guy. It's not that he didn't have the money, just that he was a former high-tech manager (Nortel) and was used to playing hardball with everyone. For every one like him, there were thousands of others who were a delight to work with and who truly appreciated my services.

Expect to write off a very small percentage/number of cases that don't go well and enjoy the others.

 

[glricht]

I've been doing on-site, residential repairs (as well as drop-offs) for 11 years now and almost never encountered anything that concerned me. Have had just a couple of genuine deadbeats in that time, and one who flatly refused to pay the full amount of my bill, ... [snip].
For every one like him, there were thousands of others who were a delight to work with and who truly appreciated my services.

Expect to write off a very small percentage/number of cases that don't go well and enjoy the others.

^^^ Absolutely this. And, as others have noted, some residences will be mansions and others will have a blue tarp over the roof so it won't leak.

Most people are very friendly and will offer you water, cookies, sandwiches, etc. I've supported some of my residential customers for years. That kind of repeat business has helped me survive in this economy.

p.s. and you haven't lived until you've done onsite calls at a nudist colony!

 

[carrcomp]

I have had 1 residential customer and 1 business customer "forget" to pay me.

The difference is that the business sent me a check when I reminded them.

I don't mind doing residential, but I collect payment before I start work and refund them if it takes less time than I quoted.

Most don't mind that ... the ones that do wouldn't have paid anyway.

Businesses for me get net 30 because I usually deal with places with 20+ employees.

Some write a check before I leave, others pay me within the 30. They usually appreciate the time so they can have their bookkeeper handle the payment.

 

[thebughunter]

Has anyone had any bad experiences working in customer's homes? Has it ever been dangerous or creepy? Do you find that customers like to watch you over your shoulder? Ever had any problems with payment after completing work?

I may seem overly cautious but I'm just curious about it. Thanks for what you can share.

LJ

I've been doing this since 2005, and the vast majority of people are nice, easy to work with, and happy to have me in their home.

Two bad experiences out of many, many, many home visits. One was in 2006 or so; guy practically held me hostage in his home as I returned his PC from a Windows reinstall---he wanted to make sure all of his porn worked, and made me sit there as he tried each WMV file. The second one was earlier this year when an older couple were verbally abusing the hell out of each other.

Stick to your own rules, follow your gut, and remember that respect is a mutual two-way street.

 

[LionelJohnson]

Thanks so much for all the posts so far. I have to say this is the most helpful forum I've ever used.

One was in 2006 or so; guy practically held me hostage in his home as I returned his PC from a Windows reinstall---he wanted to make sure all of his porn worked, and made me sit there as he tried each WMV file.

bughunter, you mean he threatened or physically restrained you from leaving? Or am I misinterpretting this?

 

[thebughunter]

Thanks so much for all the posts so far. I have to say this is the most helpful forum I've ever used.


bughunter, you mean he threatened or physically restrained you from leaving? Or am I misinterpretting this?

There was no physical contact. Had there been, I would have knocked him out and called the cops. This was an issue of sitting in a chair in a dark room (in a dark house) while the guy systematically went through a bunch of WMV files to confirm their correct playing while I had a jacket on and informed him I had other customers to see. He was rather disinterested in having me leave - he was content sitting there and making me wait. It amounted to about 15 minutes. The situation was creepy enough to make me text my fiancee my location and if I didn't call her in 30 minutes to call the cops.

I have never been back and had refused future requested services.

Edit: I would also say that this was an isolated case - many, many hundreds of residential visits over a 7 year period so far and this is the only one that was uncomfortable.

 

[bertie40]

Was the guy breathing heavily during this. ? Seriously scary.

 

[katz]

About 40% of my work in in the client's home. I enjoy being around people, so it's not a problem. I do have a few minor annoyances, though. Most people want to sit right next to me & talk my ear off... so if I am encountering a stubborn problem, that can be distracting.

One big thing for me is dogs. Being bitten a couple of times when I was younger by dogs that "never bite anybody", I am leery of them. I can't stand it when customers let their undisciplined dogs jump all over you. And, that does happen to me a fair amount of the time.

Cats are fine, they usually ignore me or just pop in to see what's going on & then walk away uninterested.

I've never been in any danger, and I'm not armed either. I do let people know where I'm going & when I expect to return. I service an area that I am very familiar with and know a lot of people, plus, I don't service the "seedy" parts of town.

If I sensed something might be amiss, I may make a "silent" phone call on my cell as to alert someone that something is occurring and the need to contact the police. Knock on wood, never been a problem.

I did have an encounter with a very "flirty" female once, and I was a bit uncomfortable with that...I'm a married guy, and it could have ended up badly.

I get payment in cash or check after the job is done, and so far I've only gotten stuck with non payment once, and that is with a family friend who feels they can take advantage of my service.

Oh, I never eat or drink anything offered to me...you just never know...

 

[sgarrand]

Oh, I never eat or drink anything offered to me...you just never know...

This part reminds me of my days as a cable tech. I have the same policy of not accepting food/drinks but I had a co-worker who (as second shift, 11:30 to 8) would literally eat dinner at customer's houses all the time. We often showed up during dinner time and quietly did our work but this guy liked to sit and have a meal.

Scott

 

[YeOldeStonecat]

Over 15 years of going onsite to peoples homes throughout my jobs....

I can only say....1 case was "creepy"...and several ended up sexual...lol

Creepy:
Guy owned a big greenhouse/nursery, I was installing lightening production and remote access to all his controller computers from his house. (pc anywhere to various computers around his dozens of acres of greenhouses and offices..back in the Win95 days) Very eccentric guy. Collected cars, apparently had oodles of old family money. Then apparently not married. We had gotten to talking about vacations to resorts in the tropics..I had just gotten back from one at an Italian resort in an island in the Bahamas called Eleuthera. Since it was an Italian resort catering to Europeans...it was nude. I was fine with that, but he started moving the conversation to "swingers". I still don't have a problem with that, I have friends that are into swinging. From other things he said I got the impression he swung both ways. I still don't have a problem with that, I have plenty of gay friends. I then had to go outfit a wireless network up in his "loft" on the 3rd floor of his big old farm house. It was an exorcise room...workout equipment, plus a lounge area...big TV. I had to go behind a wall to an attic area for some wiring to the AP, I came out into the main rom...and he was on the couch watching the movie "Deliverance" on his TV. It was at the scene of "Squeal like a pig boy!" Now I had a problem....he was obviously putting on the hints. Luckily that wireless AP part was the last of my tasks on that job...so I quickly wrapped things up and got the heck out of there!


Several had led to ...uhm...well, I'm a guy, they were a woman...you can fill in the blank. I don't recall any on the first time visiting the womans home..but on follow ups or additional calls..ended up 'tween the sheets!

Sometimes working at someones home can be very cool...depending on the person. I typically just work with business clients, but I often do work on their home computers. So it gives you a chance to kick back and casually talk with them outside of their stuffy office environment..and you'll often see an entirely different side to their personality.

In earlier years when I worked for another company..and I often did home installs to various people, sometimes it would end up an uncomfortable situation. Especially if the computer you're working on ends up being a nightmare..and a long fix. You feel you're overstaying your welcome, and there's a feeling on both sides of just "hurry up and get out of here". Those jobs suck...so I try to take any computer back to my office when I can.

As for the situations where you don't like someone hanging over your shoulder, I sorta prevent that by saying "this may take a while..just some long progress bars to sit through"...and that tends to get them to back off and go so something else.

 

[thebughunter]

Was the guy breathing heavily during this. ? Seriously scary.

Not really, he was just super focused on the WMVs. The house could have been on fire and I don't think he would have moved.

 

[wtigger]

Check your kit.
Ensure you aren't spreading viruses via USB tools.

This is why I use a "tools DVD" that I update monthly. NO USB devices at all in the field or even in the shop on customer units.... and I bring my little portable USB DVD player in case their drive isn't working This keeps my systems clean

 

[imageblur]

Onsite work for residential is the worst. We generally pick, and deliver, if we can't talk them into bringing their PC to our shop. No one wants to sit at someones house for 4 hours cleaning a virus. Residential clients are a low profit margin. Most of them want a flat rate, or something for free. Build your business clients, and if times are slow, do some residential.

 

[HawkinsPC]

I hate trying to find where people live! I had a housecall earlier this week. The guy told me GPS wouldn't find his house. I couldn't find it on Google Maps. He gave me basic directions and I pulled up the county's GIS just to find it a little better. The man said take the dirt road AFTER the sign. It was a narrow dirt road that went straight up to absolutely nothing. It was raining and I was so thankful I drove the truck that day so I could get the heck out of there without getting stuck. My phone had no service, so it could've been a disaster.

I then tried the dirt road right at the sign and--seriously--drove a bit, took a left at the big oak tree, passed the goat on the right, just beyond the big rock, and ended up at the man's house. He wasn't home.

If GPS can't find it, I'm now charging an additional trip charge!

 

[bertie40]

.......It was a narrow dirt road that went straight up to absolutely nothing. It was raining and I was so thankful I drove the truck that day so I could get the heck out of there without getting stuck. My phone had no service, so it could've been a disaster.
!

You didn't happen to come across a mate of mine called David Vincent did you.

Apparently he was out there looking for a shortcut (which he never found).


(Ref TV series, the invaders).

Incidentally, could that be the earliest case of an entire race with RSI ? Dodgy little fingers ?

I rely a great deal on google streetview, as it also helps me judge the "type" of customer and whether the area looks dodgy.

Why do most houses resist having legible house numbers. ! And these are the ones you visit at night in the torrential

PS. Speaking of rain, the UK is currently being badly hit by constant rain with serious serious flooding.
Hope my fellow UK techs are ok.

 

[lan101]

I hate trying to find where people live! I had a housecall earlier this week. The guy told me GPS wouldn't find his house. I couldn't find it on Google Maps. He gave me basic directions and I pulled up the county's GIS just to find it a little better. The man said take the dirt road AFTER the sign. It was a narrow dirt road that went straight up to absolutely nothing. It was raining and I was so thankful I drove the truck that day so I could get the heck out of there without getting stuck. My phone had no service, so it could've been a disaster.

I then tried the dirt road right at the sign and--seriously--drove a bit, took a left at the big oak tree, passed the goat on the right, just beyond the big rock, and ended up at the man's house. He wasn't home.

If GPS can't find it, I'm now charging an additional trip charge!

Yeah I know your pain when it comes to this. It's always funny when people try to describe where they live lol. All I want is an address to look up or put in my gps. I don't blame you about the additional charges. Sometimes I go to some places and when I'm all done, I ask myself if I am charging enough for what I had to endure.

 

[Gabzor]

i had 1 senile lady for a residential cctv install to setup a computer the a dvr..
because i had ear piercings she wouldn't let me in until i took em off -___-
she had a huge passion of the christ poster and would go run away to her corner and pray for me.. oh she said earrings were a sign of the devil -___-

took me 3 hours, and of course she wrote me a check that had whiteout on it.. i never bothered to pick it up cause i was convinced she was crazy and scared the crap out of me.. but my boss compensated so it was all good

i started doing my own thing a while back, and man do i love my good business clients, law/cpa offices they give me christmas presents and checks even though i don't ask or want em or legit give copy me a key for their business cause they want me to do it off-hours..

its creepy when they are breathing down your shoulder watching everything you do trying to learn what you do and start writing down names of programs and what you do step by step

i do occasionally ask for water when its a long job, and man sometimes i have the most beautiful lady customers who are super flirty and puppy eye me.. used to get discounts out of me! no more! most of my clients are in suits

 

[Tony_Scarpelli]

There are areas we do not go to day or night. However all after sunset calls must pay by visa over the phone before we respond unless it is a current or past customer.

We had some pranks from other It companies.

If someone has bad intentions they will not want their visa number ran on your machine, and if they give you a bogus one then you will know it as the approval will be denied. You just refuse the call.

No reason to agree to accept checks after dark from a first time customer. Just seems to add up the risks.

 

[bertie40]

You US guys really do live in another world..... And I mean that in a compassionate way.

It put my measly grievances and hassles into perspective.

The worst outcome I could think of is if my car gets vandalised.

My personal safety rarely comes into the equation.

...... And I've never had a customer "puppy dog" eye me

Reach for a sick bucket perhaps but never "the other"

Maybe next year .

 

[Tony_Scarpelli]

I think with gang banger and drugs the way they are in all the really big cities you should have your wits about you after dark.

Around here occasionally you hear of the pizza guy getting his pizza stolen or his change purse. Once in about 17 years I heard of someone actually being hurt.

If you get a call out at 2am, you should make sure it's not a prank by a competitor who thinks you are doing too well.