Users who will not listen!

[thor2077]

I imagine this is not a unique problem, but how do you handle users who will not listen to your directions? It also seems that the things that are ignored are rather simple. Is the best course to just cut bait and drop the user? Or does anyone have any advice on how to handle this kind of situation?

Thanks for your thoughts!

 

[Eddie]

2 choices: Invoice or drop them. If they're not happy with the first then you know what to do.

 

[hardtoremember]

Well I am going to see one of those very users today... Funny you should mention it! It is irritating beyond belief for me. The things I ask her to do are incredibly simple. Let these few programs run: Windows Update, anti-virus and spy-ware. She will not do it! She is an over the shoulder watcher

She has told me crazy things! Such as: You said NOT to run updates and you told me I don't have anti-virus! She won't listen at all. She will not get rid of the peer to peer stuff. She also won't tell me something is wrong until it is very close to being too late.

The thing is that no matter what you tell some people they are going to do what they want. They hear what they want. Even if it is in writing. It just is what it is. So meanwhile, I come out and help her about every two months and get everything back in order as much as I can. [as much as she'll let me!]

 

[onetech4all]

Re:

I'd say that's pretty good business!
They keep on breaking stuff, and you keep on charging them. If customers didn't break anything, you'd be out of work.
Why would you drop a customer?
Here is a quick story:
A buddy of mine own a tailor store and he has this customer that every shirt he buys he needs refitted. My friend says that's his best customer.
Dude, hope for more customers like that.
You already know the computer, know the problems that may arise with it and you get return business. Awesome!

 

[Screwloose]

Yeah sounds to me like you have a great repeat customer even if she is a bit odd about what she will let you do. Those kinds of customers I love because they just keep calling me again and I keep doing the work and getting paid.

 

[hardtoremember]

I have actually dumped one. She wouldn't listen. She was worse the customer I posted about above and she blamed ME for it! So I told her that I wasn't going to be helping her anymore. I was not nice and I was not mean. I was just done.

 

[thor2077]

Here is some more details on the situation. I business has me on retainer, and this is a large percentage of my business. The problem user that i mentioned is a user at this business. So my comment about dropping the client may have been stress induced, as i would need to drop the whole organization. I have tried training, repeated visits dont really really create more revanue. (retainer is large monthly, ver small per hour). it also doesnt help that the "fix" take me about 10 min.

 

[hardtoremember]

Here is some more details on the situation. I business has me on retainer, and this is a large percentage of my business. The problem user that i mentioned is a user at this business. So my comment about dropping the client may have been stress induced, as i would need to drop the whole organization. I have tried training, repeated visits dont really really create more revanue. (retainer is large monthly, ver small per hour). it also doesnt help that the "fix" take me about 10 min.

I wouldn't cut them either. I would say to deal with the ten minute fixes if it isn't too crazy otherwise can you talk to the person who writes the checks directly about the issue?

 

[Johnthegeek]

I imagine this is not a unique problem, but how do you handle users who will not listen to your directions? It also seems that the things that are ignored are rather simple. Is the best course to just cut bait and drop the user? Or does anyone have any advice on how to handle this kind of situation?

Thanks for your thoughts!

One step at a time.

Write it down.

Make a copy for yourself. Bring the copy every time you visit.

Customer management is an extremely important aspect of this industry. It is what seperates us from the pizza techs.

I have client who are peer to peer hoarders, porn addicts and nuts. I make it crystal clear what will cause problems. If they return (and they do) I treat is as an expected result. Oh virus from limewire? Yeah that happens don't worry I can get it out. I can have it for you tomorrow and it will only be $XX.

 

[MrUnknown]

as hardtoremember said, if you can go above her. Try not to be mean or pointing fingers but they hired you to keep their network secure, and if it is a user being the issue, they should know.

You could also try fixing the problem remotely, that way you don't have to leave when the problem arises and yet still bill for it.

 

[iladelf]

I'm going against the grain of what (most) everyone else says here, and say it's ok to fire these customers if they begin to drive you bats. IMO, the headaches they give you simply aren't worth the money. Example: last computer tech job where I worked for someone else, I aged myself seemingly 5 years in the 8 months I was there, putting up with stuff like that from nearly ALL of the other employees. Your health is simply not worth the mental strain that these customers cause.

I'd rather lose those customers and move on to find good customers rather than deal with that garbage.

 

[iisjman07]

I give customers 2 or 3 chances before there 'barred'. I write on our database that their barred and to eradicate any interaction with them; it's a lot more hassle than it's worth. Most of these people expect their computer to be fixed for free or refuse to pay, so I refuse to service

 

[Skyhooker]

You haven't said just what it is they will not listen to you about. Is it some one thing that can be automated, or several things that must be performed manually? Or is it something they're doing but should NOT be doing, and perhaps changing user account permissions or filtering content would remedy?

I always leave two PDFs on each customer's desktop: one with a set of simple instructions for the security and maintenance programs I install, and my recommended interval to use each; the other is a one-page introduction to me and my business that they can email or print and give to people they know and like. I walk them through the first and demonstrate how each program is used before I end the appointment. Of course, if they never read the first one again it's unlikely they'll ever run those programs, but at least I can ask whether they followed my instructions on my next visit.

I realize this is a business client, but maybe you could arrange a training session for everyone to attend. Have you spoken with the business owner about this person? Explain how spending less time putting out brush fires would free up your time for more important issues in their system.

I can definitely sympathize. Good luck!


Sky

 

[Styxbound]

Wouldn't listen

Repaired a machine for a lady some time back who seemed badly in need of help with the fundamentals. But every time I tried to explain something to her she'd stick her nose in the air and look away. I finally got really hacked and sent her on her way. A week or so later she called me about another machine. That's when she finally explained she didn't know how to read.

 

[Psychoticus]

I dont understand what the big deal is, like most people are saying return business is what you want.

If this user is apart of a business why not implement some sort of strategy to foil her plans, for example limit what ports can be used, limit the download speed, enable group policyies or AD policies, there are a million and one things you could do if you wanted to, but really if you own your store i would be sending out the trainees etc or the newer employees if you have any and collect on the money, you might bring it up at the next review of the contract with the business and ask for more money becuase of all the call outs.