What would you do...

'putertutor

'putertutor

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This is a first (and hopefully last) for me. Just over a month ago, I took in a computer for basic malware/tune up type service. Took about a day to get to it, so it was ready to go in about 2 days. I don't have a storefront and I deliver/pickup nearly 100% of the computers I work on. I moved the computer to my outgoing 'pile' and was set to take it out.

That's where something went south. I never took it out. Somehow, that computer got moved to the wrong spot and I never ended up grabbing it. It sat, on a shelf, homeless as it were, for nearly a month, completely forgotten by me. Forgotten by my customer too, apparently, as I had no calls from her. I saw her in the store today, and it jogged my memory. I apologized and told her I would take it out today, which I did. She wasn't upset and didn't really miss it. She's an acquaintance and just didn't want to bug me about it, which is why she didn't call.

So here's the "What would you do?" part...

I waived all charges and gave it to her for free. She demanded on paying me something, but I wouldn't let her. It wasn't a lot of money for either of us (<$100) but I didn't feel right making a mistake like that and then charging her for the repair. She wanted to pay and even said she would just find out from another customer she knows about how much I charge for that sort of work and pay me anyway. It was all in that friendly way that one might object to a friend paying for lunch, saying "Ok, but I'm buying next time" no big deal, really.

Would you have waived your bill? Should I have waived mine? Should I accept if sends me a check? I know what I will do in this case (I said I wouldn't charge for this repair, so I don't plan on accepting any $$), but I am curious how other techs would handle this.
 
Here's my experience in and out of the repair area. I would have offered to waive the bill but some people will insist on paying and will actually take great offense if you refuse. As much as it may pain you, you should probably just accept the payment gracefully. Don't drag this out, it may damage the professional relationship.
 
Answers, yes I would have waived the bill, if she sends the check accept it. Not doing so will insult the customer and make your situation worse. If she sends you a check, she values your work, even if she wasn't in a hurry about it. You apologized, she accepted it and was gracious about it. Those are the seeds of a good relationship not a problem. Correct your problem in the future and be grateful you didn't have to deal with an (rightfully) angry client over this.
 
'putertutor said:
Would you have waived your bill? Should I have waived mine? Should I accept if sends me a check? I know what I will do in this case (I said I wouldn't charge for this repair, so I don't plan on accepting any $$), but I am curious how other techs would handle this.
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I "know a guy" who would have said "You never picked up your computer. I called you couple of times last month but never heard back from you. I figured you were probably on vaction so that's why you didn't call me back. It's still waiting for you pick it up when you get a chance."

That's what that guy would have done. He would have been polite but still reminded the customer it was their machine and it should be picked up. Just saying.....
 
NYJimbo said:
I "know a guy" who would have said "You never picked up your computer. I called you couple of times last month but never heard back from you. I figured you were probably on vaction so that's why you didn't call me back. It's still waiting for you pick it up when you get a chance."

That's what that guy would have done. He would have been polite but still reminded the customer it was their machine and it should be picked up. Just saying.....
Click to expand...
That's for the client that forgot it. Here the TECH got sloppy and forgot to call the client. Now some might lie and claim that "I tried to call you" but obviously the OP wasn't willing to toss that lie out there. But also the end user didn't care much either as he didn't get an angry call asking what was taking so long. Which is why I said offer the discount but if the client pays if full take what ever the client pays you. Both sides screwed up both are offering their way of making amends.
 
'putertutor said:
Wow. I'm standing right here. That hurts man.


Maybe. Maybe I just wasn't as quick on my feet as Jimbo was.
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With all due respect what hurts is doing good work for free. Which is what you felt obliged to do under the circumstances. You got lucky and you have a forgiving client and so you will likely get paid anyway in spite of your admitted mistake. And you saw what happened and I'm sure that you will do what you can to correct your procedures so that you don't make that mistake again. And it is a common problem. There are ticket systems, asset tags, etc that all sorts of companies use to streamline your processes and not have one fall through the cracks. I got called a thief one time by a client because I forgot to return her software to her. I had it in a marked paper bag on the bench and forgot to bring it. Client was real jerk about it. But it was MY fault because I was sloppy. I've got a check in list and I didn't consult it before loading the system back up to deliver back to the client. No better way to put it in my mind. SLOPPY.
 
Ha ha, nline givin' the tough love! Well, you can't say really he's being unfair. Might be good to implement tracking so this doesn't happen again...

But really, your flub is better than Geek Squad's normal service. My guess is your friend is glad to have a resource that keeps higher standards. If she does send you a check, maybe send her a 'putertutor gift cert for 1 hr free or "x" off a SSD upgrade, etc, maybe around her birthday, holiday season... ?
 
Yep. One my clients called me after Geek Squad failed to fix her laptop AND gave her the wrong power cord. She had an HP and the power cord she got back was a dell. Problem was a likely a bad power brick because I plugged in my universal and the unit powered right up. (battery was drained dead.) So she got billed by Geek Squad for a diagnoses of a bad motherboard, had her bad power brick lost and they mixed her PSU up with someone elses. So someone else got ripped off too. Total complete f-up. Par for the course for BB.
 
nlinecomputers said:
With all due respect what hurts is doing good work for free. Which is what you felt obliged to do under the circumstances. You got lucky and you have a forgiving client and so you will likely get paid anyway in spite of your admitted mistake. And you saw what happened and I'm sure that you will do what you can to correct your procedures so that you don't make that mistake again. And it is a common problem. There are ticket systems, asset tags, etc that all sorts of companies use to streamline your processes and not have one fall through the cracks. I got called a thief one time by a client because I forgot to return her software to her. I had it in a marked paper bag on the bench and forgot to bring it. Client was real jerk about it. But it was MY fault because I was sloppy. I've got a check in list and I didn't consult it before loading the system back up to deliver back to the client. No better way to put it in my mind. SLOPPY.
Click to expand...
Nline, take a deep breath. It's going to be ok. I know my flub here, and I know the fix. What Jimbo and I are doing is having a little fun with the situation. I take my business seriously, but I can poke fun at myself and situations as well. Keep Calm. Carry On.
 
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@'putertutor - exactly what I would have done. Being straight up with the customer, admitting a mistake, and waiving your fee shows that you're honest. Most customers appreciate the honesty, appreciate that you've admitted a mistake and are making amends for it.
That creates goodwill, which is a priceless asset for any business.
 
@'putertutor you did the right thing. If a check does come in the mail though you should accept it and carry on. That is a good client IMO, just the fact that she was able to look past this and still want to pay you. Make sure any future business with her is well taken care of.
 
She called after hours last night, so I'm off this morning to set up a wireless router and related items for her. My suspicion is she will give me a single check that covers both services. In which case I will gratefully accept.

She also asked to be put on a regular schedule for general maintenance and clean ups. I agree with glennd. It's a beautiful morning and the tank is clean. Er. Actually, I have no idea what that means, but I'll go with it.
 
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