What do you about customers that sit over you? How to make it stop?

[Paul Rodgers]

I don't mind someone watching what I'm doing or wanting to chat.

 

[Freedom PC Solutions]

There are a few possible reasons for this behavior.

1. They don't know you from Joe Blow and want to make sure you are not going to steal something.

2. They have nudie pictures or illegal content they don't want you to come across but need their pc fixed. (Paranoid)

3. They are lonely or curious. I find alot of older people just love to talk your ear off and ask questions even if they will never remember what you just told them.

4. Tightwads. They want to make sure they are getting their moneys worth and will play micromanager.

I most cases I oblige them in conversation as if we were long time friends, it comforts them. If it is extensive I will tell them politely "It is very important that I pay attention to this process. If I get get distracted and press the wrong button things could get alot worse." That is all it really takes.

 

[ell]

Am i the only one who finds this extremely annoying? It's one of the main reasons I hate doing on-site repairs and avoid them as much as possible. Instead of going in another room or finding something else to do, many clients will sit there and stare at you. I've never understood why people deemed it necessary to oversee what your doing. It's usually a big distraction; they ask alot of unnecessary questions and tell their life story. I love people and consider myself a nice guy, but when I'm working I like to be left alone. Also, many don't understand the troubleshooting process so it ends up looking like you don't know what your doing.

How do you nicely ask them to give you space?
If they won't, how do you tune them out in a respectful manner?
Do most of your clients understand?

Feel free to add any other thoughts or comments.

Easy, I only do onsite work for networking issues

 

[FoolishTech]

I have this problem like Larry Sabo, 80% loss of hearing in my right ear, so I can say virtually the same exact thing as he does and having read that, it's just great!

But as much as I like to be left alone, I'll talk to any customer within reason while working, educating them as I go if they are interested, whatever. There's a lot of progress bar time here and there for one thing, so it doesn't even add as much to their bill as I would like it to, but I billed high at the time I was doing onsites.

 

[thecomputerguy]

You are definitely looking at it all wrong, it shouldn't be an inconvenience to you ... it is an opportunity to build a relationship with the customer beyond you sitting in their chair at their desk.

I have been to lunch, dinner, golfing, with quite a few customers ... sometimes if I'm in the area I'll swing by some customers offices just to say hi. Most people like me being there and it gives me an opportunity without them knowing it to either sell more, or talk to other people in the office for future business.

Developing a relationship with the customer takes time, and effort, but I believe is key in making them comfortable enough to write you a check. The goal is to sell a customer on a product or service, and have them be comfortable writing you a check for whatever it is, sometimes without even asking beforehand how much the amount is going to be. Most of the time you are selling yourself, not the product. If they believe in you, they will believe in your product. Building a relationship with each and every one of them is extremely important. They know you are good, and they know that you work as fast as you can.

 

[1aComputerServices]

Running those miserable Dell Warranty service calls for years, I got used to this sort of thing quickly. You didn't say anything because if you got back a bad survey from the customer because they thought you were rude it was the end of the world. Glad those days are over for me.

 

[16k_zx81]

What do you about customers that sit over you? How to make it stop?

Break wind. Loudly.



......................

 

[bertie40]

Break wind. Loudly.
......................

My rendition of Elgars "Pomp and Circumstance" is a smell to behold.

 

[MobileTechie]

It's part and parcel of doing onsite work. I don't let it bother me as a rule.

Some people can be annoying, making suggestions etc but most people are just interested.

 

[Martyn]

In fact this just reminded me of a call I got recently. My client called me because 'she didn't trust the young person' who did the last call as He never spoke at all! It is all about building a relationship, trust and ultimately referrals. As I have said in other threads I'm very chatty but I make it clear that the computer is doing a clean up/scan or whatever to put people at ease during chats.

 

[YeOldeStonecat]

You are definitely looking at it all wrong, it shouldn't be an inconvenience to you ... it is an opportunity to build a relationship with the customer beyond you sitting in their chair at their desk.

I have been to lunch, dinner, golfing, with quite a few customers ... sometimes if I'm in the area I'll swing by some customers offices just to say hi. Most people like me being there and it gives me an opportunity without them knowing it to either sell more, or talk to other people in the office for future business.

Finally...on the 3rd page of this thread someone else looks at it the same way I do.

Here is an opportunity to make yourself stand out from the competition. The new client is much more likely to call you back, or refer you....if you've really made a good impression on them. By them hanging over your shoulder...they've opened the door to a conversation. You have the chance to engage them in a conversation...starting with briefly explaining what you're diong. From there you can expand the topic to anything. I'm big into cooking...serious cooking, also big into travel, motorcycles, cars, planes, guns, kitchen appliances of restaurant grade, boats, I'll yack someones ear off with a well educated and well informed conversation on many topics.

Do you want to settle and just have an "he was OK" impression. Or leave them with a "Wow, great job..and great guy... really nice, knew his stuff" impression and they're more likely to refer you and remember you down the road to keep referring.

For those that go after SMB clients....and you're doing a home/residential user onsite..here is an opportunity to find a potential way in or referral to a business. Use your eyes and ears...and pay attention...this person (or their spouse) may work at an SMB that you have your eye on. Look around their office...you can often find out where someone works just by using your eyes. If not...ask...talk about it.

Sales and Referral and Growth opportunity here folks, don't lose out on it!

 

[andcorptech]

Finally...on the 3rd page of this thread someone else looks at it the same way I do.

Here is an opportunity to make yourself stand out from the competition. The new client is much more likely to call you back, or refer you....if you've really made a good impression on them. By them hanging over your shoulder...they've opened the door to a conversation. You have the chance to engage them in a conversation...starting with briefly explaining what you're diong. From there you can expand the topic to anything. I'm big into cooking...serious cooking, also big into travel, motorcycles, cars, planes, guns, kitchen appliances of restaurant grade, boats, I'll yack someones ear off with a well educated and well informed conversation on many topics.

Do you want to settle and just have an "he was OK" impression. Or leave them with a "Wow, great job..and great guy... really nice, knew his stuff" impression and they're more likely to refer you and remember you down the road to keep referring.

For those that go after SMB clients....and you're doing a home/residential user onsite..here is an opportunity to find a potential way in or referral to a business. Use your eyes and ears...and pay attention...this person (or their spouse) may work at an SMB that you have your eye on. Look around their office...you can often find out where someone works just by using your eyes. If not...ask...talk about it.

Sales and Referral and Growth opportunity here folks, don't lose out on it!

I have actually got some really decent sales from chatting to people while i fix their computers. Once you start a conversation they dont stay looking over your shoulder long, so its a win, win situation. I can see how it can be annoying but if you can get past it, its really good networking.

 

[Cambridge PC Support]

It doesn't bother me either way. But, I can understand if you're not confident with your skills & patter then it can be off-putting to have someone hover over you.

Quite often people will say "oh I'm sorry I don't mean to stand over you" but I tell them that I really don't mind at all. Other times I'll say that it'll take a little while to fix if they want to get on with something else.

 

[hightechrex]

Alot of

Alot of great points made here and have come out of this thread with a slightly different outlook. I do agree that It's gonna be something I'll have to get used to. The main reason it annoys me is because some clients don't understand the troubleshooting process and can mistake "trying and testing different things" as you not knowing what your doing. The reality is, even with a relatively deep understand of what's going on. There will be a few things that will be discovered on site. I try to do most of my research off-site, but on some occasion I'll be caught off guard. I just don't want that to be mistaken as lack of knowledge on my part. I know my stuff, but I'm just not at the "seen it all" point in my career.

 

[Cambridge PC Support]

I know my stuff, but I'm just not at the "seen it all" point in my career.

From what I remember, you're quite young, which I guess can make some customers more cautious. Do you dress smartly? Are you polite and do you speak properly?

Do you come across as confident while you're working? Do people often say, "wow you move so fast that I can't even keep up with you!"?

 

[hightechrex]

From what I remember, you're quite young, which I guess can make some customers more cautious. Do you dress smartly? Are you polite and do you speak properly?

Do you come across as confident while you're working? Do people often say, "wow you move so fast that I can't even keep up with you!"?

Yep, I dress in a polo shirt that has my logo on it and a pair of black dickies. I'd like to believe that I sound intelligent and confident. I have been told that I have a knack for "breaking it down." Now that you mention it, I think my age is a big factor in people standing over me.

 

[Cambridge PC Support]

Yep, I dress in a polo shirt that has my logo on it and a pair of black dickies. I'd like to believe that I sound intelligent and confident. I have been told that I have a knack for "breaking it down." Now that you mention it, I think my age is a big factor in people standing over me.

Try growing a beard, it'll add a few years

 

[YeOldeStonecat]

The main reason it annoys me is because some clients don't understand the troubleshooting process and can mistake "trying and testing different things" as you not knowing what your doing. The reality is, even with a relatively deep understand of what's going on. There will be a few things that will be discovered on site. I try to do most of my research off-site, but on some occasion I'll be caught off guard. I just don't want that to be mistaken as lack of knowledge on my part. I know my stuff, but I'm just not at the "seen it all" point in my career.

You never will have "seen it all" in this career...it's impossible.
They pay us to fix it. They can't expect us to know everything by heart. Fixing stuff does require research. I don't flip out when I see a car mechanic reference a diagram to fix something. Nor my furnace guy when he calls a manufacturer of some brand device to find a setting. So as long as we fix the issue....be it because we know the fix already in our head, or we found it via Google-Fu....we fixed it.

 

[Freedom PC Solutions]

Finally...on the 3rd page of this thread someone else looks at it the same way I do.

Here is an opportunity to make yourself stand out from the competition. The new client is much more likely to call you back, or refer you....if you've really made a good impression on them. By them hanging over your shoulder...they've opened the door to a conversation. You have the chance to engage them in a conversation...starting with briefly explaining what you're diong. From there you can expand the topic to anything. I'm big into cooking...serious cooking, also big into travel, motorcycles, cars, planes, guns, kitchen appliances of restaurant grade, boats, I'll yack someones ear off with a well educated and well informed conversation on many topics.

Do you want to settle and just have an "he was OK" impression. Or leave them with a "Wow, great job..and great guy... really nice, knew his stuff" impression and they're more likely to refer you and remember you down the road to keep referring.

For those that go after SMB clients....and you're doing a home/residential user onsite..here is an opportunity to find a potential way in or referral to a business. Use your eyes and ears...and pay attention...this person (or their spouse) may work at an SMB that you have your eye on. Look around their office...you can often find out where someone works just by using your eyes. If not...ask...talk about it.

Sales and Referral and Growth opportunity here folks, don't lose out on it!

Behavior like this only gets you more work.

I have gotten many referrals, mostly from the older crowd. The common thing I hear is that I don't treat them like they are stupid or laugh at their mistakes. If it is a relatively short job I will throw in extras if I have nothing pressing to do. Whether it be teaching them some shortcuts, making sure they are updated via patch my pc or checking to make sure their virus and malware programs are updated.

I talk with them as I do any family members or friends and for this I have alot of return clients.

 

[jcitron]

I like having people to talk to while I work. Then I get to poke at all the things that make their computer slow: "Oh look you have 27 startup programs", "Look at all these services you have running you don't need", "Well I just got you a free 10gb of space from junk in temp folders"

Those customers end up being the most loyal, in my experience. You get to strut your knowledge, and they get to see how their computer actually works. I just tell them before hand, "Yea this is probably gonna take 20 minutes" or something when doing updates or spyware scans so I don't have bored people over my back watching me watch a progress bar.

This is exactly how this situation has worked for me many, many times. I've also gotten additional appointments from these people for later work. Sometimes the discovery of the junk, leads to system clean-up appointments, hard drive add-ons, etc.

It's all about customer service and trying to make the customer comfortable and trusting enough to want more services from you.

I found this works in the corporate world too. With some technicians, they only went to fix what the user complained about. When I was called on-site, to visit the same problem, I did this along with making other recommendations. As time went on, I had people looking to me for advice and this built up a reputation of reliablilty and knowledge. Many years later, I still get calls for personal work from many of these once end-users.

John