Background:
I picked up a small interior design company (5-7 users), about a year ago who complained that their old IT guys weren't giving them the attention they wanted. They are a small group of high maintenance (from an IT standpoint) women.
Since almost they beginning I have had little issues with them.
The Issues:
Issues like ... the first computer they bought from me. I sent an estimate they approved it, they later asked for a monitor for it, I told them I could get them one. After I installed the they asked me why they were billed for the monitor, it wasn't on the estimate. I said, "Because it wasn't included... do you see a monitor on the estimate? you were quoted for a desktop computer, I gave you the specs, there is no mention of the monitor that you asked for at a later date." they said I should have been more clear and it was my fault. Long story short, that computer cost me money.
I was VERY CLEAR on the next estimate for the next computer. Of course they couldn't understand why it was so much more than the first one, so I had to remind them how the first one went down.
Then issues like doing small remote jobs, and then complaining about bills. Or having to overly justify why they were billed for it.
Issues like asking for my receipts from my suppliers so they could see my pricing.
The jaw-dropper:
They decided that they are going to move their office to a more commercial space. So they ask for an estimate to buy and install 2 new computers, data transfers, install all the programs they use on the two new ones, move 6 computers, install two new printers, redo some email configuration, redo the network at the new location, make sure the voip system works, and some other little stuff like, cabling and cleaning up a few of the older computers. I send them a quote for 8-10 hours and another 2 hours of (optional) offsite work for follow-up, which in my experience will probably be necessary.
Over the last few weeks I have been in communication with them nearly everyday. Making sure the general contractor gets the cabling right, making sure he puts in enough jacks, making sure he finishes the cable at a patch panel in the correct room, making sure the jacks are where they need to be, researching internet providers and pricing for them. Helping them pick out a new phone system, and a phone company to migrate to, and generally just answering general questions about how everything is going to play out. I've basically been playing their little IT department.
I get an email from one of them telling me the owner is going to call me because the scope of the operation has changed. I get a call from her and she says, "So we decided what we are going to do is we are going to buy the computers from you, but I have a friend whose son does computer work like you, and hes going to do the installation for us because he's giving us a much better price."
My jaw drops... I'm almost 3 hours into helping these people already assuming I was doing the job, I mean I've been the IT guy for the last year and a half.
She continues. "So what we want to do is have you drop the computers off on the 6th (they are 30 minutes away), our other guy is going to do the whole install on the 7th, if he has any issues he'll call you but if we need you we will have you come back on the 8th to finish/fix whatever he didn't/couldn't do."
So I have some major issues here:
1.) Someone else installing computers I back for 3 years. Ultimately I am responsible for these products, and I am not the one installing them.
2.) I don't make much off the computers, I make most of my money on install, and now I'm married to these computers for 3 years without actually profiting a whole lot off them.
3.) I've already given away plenty of time to make sure their move went smooth that I assumed I would be compensated for when I did the job
4.) I can already tell the day he installs the computers they are going to constantly be all over me for information because he doesn't know what I know.
5.) Now instead of just doing the job and being done with it they want to tie me up for 3 days, one to deliver and probably do some minor setup, another to help the other guy understand what I've done, and another to fix what the other guy can't, most of which I won't get paid for. I don't think they understand I don't just sit around all day begging for calls to come in, I'm booked daily from 9am until about 6pm.
6.) I feel disrespected for being so willing to help these people out and just lose out because some kid is doing it "for a better price."
Any insight?
