Cutting Off an Over-Demanding End-User? 466
SpaceNeeded asks: "Numbers of you will probably recognize the start of the situation. Because I work with systems, I perform occasional builds. This occasionally crosses over to support (especially where it's my kit I'm asked to support). This isn't a problem, nor is it a problem when I get the occasional support query from someone I haven't supplied a system to, but who needs assistance. This is all well and good, but I've had pretty poor year personally. I've lost two relatives and a third is in a pretty bad way in hospital. An eleven year relationship ended a couple of months back, and I'm now having to perform _all_ the domestic tasks that used to be shared. Between these few things and my regular job I'm finding I have a whole lot less time to allow to support calls. What methods do you know of for gently cutting off someone, support-wise?"
"I have a regular end-user who is the one that we all dread. They have little interest in PC systems for itself, and regularly call up with problems, usually related to Windows spy-ware/Trojans/Viruses. I haven't supplied the systems, which comprises of two Dells and a Tosh laptop. Although I quite like them personally, I really don't need the hassle of their regular calls at the moment.
Before the regular cries of 'Supply Ubuntu' get too loud - that will _not_ work. They aren't up to Windows after a couple of years, and will expect interoperability with Windows systems (through college/employer) and don't have the technical skills to manage a *nix system."
charge 'em (Score:5, Insightful)
Re:charge 'em (Score:2, Informative)
Re:charge 'em (Score:5, Funny)
Re:charge 'em (Score:5, Insightful)
I have a feeling that brazenly offending them isn't the solution either.
Depending on how close you are to the person, you might directly ask for help
with your stuff in exchange for the tech support. Cleaning someone's computer
or teaching them how to use it is as time consuming and personal as a lot of
domestic tasks, so I don't see this as being unreasonable.
If they just happen to be a nice customer that you're on good terms with, you
might try pointing them 'gently' toward other resources. That seems to have
worked well with me when I needed some time away from the constant prodding for
tech support.
Re:charge 'em (Score:5, Funny)
charge 'em 0.00 and invoice it (Score:5, Insightful)
Make sure your rates are posted on it.
It will list all the work you have done for them in hours and when you charge them for the next call, they have nothing to complain about. Also by charging them they will call less.
Never ever do anything for free. charge them $0.00 for it so it shows up on the invoice. always send an invoice for work done, even if its at $0.00. That shows them how much you are worth to them and they are more willing to pay for the stuff you do charge for.
Re:charge 'em (Score:2, Funny)
You're from Kentucky, right?
Re:charge 'em (Score:5, Funny)
Or his offer is accepted, and this prompts a somewhat different Ask Slashdot.
Re:charge 'em (Score:3, Interesting)
I wouldn't go so far as to ask for sex, but start asking for personal advice. Every time you talk to the person, start lamenting about what a hell-hole your life has become. Start asking for advice on relationships, housecleaning, child-rearing, etc.
Hey, if he can ask YOU for advice on stuff he has no clue, you can certainly turn the tables and do the same to HIM.
After a while, he just won't want to talk to you any more.
Re:charge 'em (Score:5, Informative)
Re:charge 'em (Score:4, Interesting)
Its funny seeing how different groups act. I rememer being on an admin team doing real production support for critical applications, if something broke, your first priority was to make sure service stayed up, and your second was making sure that it didn't happen again.
If that meant sending a core file or even a crash dump to the vendor and making them tell you why it broke and when the patch was comming out, then thats what you did.
Generally, it got things fixed, eventually. Now I have more exposure to other systems and I notice, thats not the attitude. People work with broken stuff all the time, just keep on chugging.
Fact is, you can get used to antything. Getting used to things is kind of what our brains are meant to do. Honestly, I would imagine that most honest to god bugs in end user software are easier to just get used to than say... swithcing from vi to notepad or vice versa.
-Steve
I'm confused... (Score:3, Insightful)
Re:I'm confused... (Score:4, Funny)
Re:charge 'em (Score:5, Informative)
I myself discovered it by accident. I was getting burnt out with a particular client, but I didn't want to just shut down the connection. So, I decided to raise my rates until they 'fired' me for being a geedy bastard. I tripled my rate, well into the triple digits, and they did not bat an eye.
In fact, as my client as gone through a fair amount of managerial turn-over, hardly anyone left knows what my original billing rate was and I am now perceived as more important and more valuable than I was when I walked in the door in large part due to how much more expensive I am than any of their other contractors and all I really do is give advice to people and put out the occasional fire. Lots of time for slashdot during the day.
So, now I am totally burnt out on this boring, tedious gig - the rest of my life is a total mess, but if I can suffer through another year of this, I will be able to retire well before 40.
This phenomenon is also one reason I am a strong believer in the service business-model for Free software. Selling high-quality, highly personalized service to be big corps with deep pockets can be very profitable.
Re:charge 'em (Score:3, Insightful)
Bad ju-ju error (Score:5, Funny)
Back in the day we sold complete business systems based on Apple computers, and one of our developers was having mysterious problems with one program. While trying to track it down he implemented a joke error screen that would pop up and say, "Bad ju-ju error 456. Please wave chicken bones over computer." (456 was a trace number)
Anyway, about six months later we received a call from a customer in Louisiana who said he'd gotten the error message, had been waving said chicken bones for the last half hour, no joy, and what gives?
We explained the situation, but needless to say, the customer was not as amused as we were.
True story.
Re:charge 'em (Score:5, Interesting)
Re:charge 'em (Score:3, Insightful)
That's a good suggestion, as long as he charges enough to either make it painful for the customer, or to make it worthwhile for him. I'm thinking of the book "freakonomics" by Steven Levit, in which he talks about using money as a way of curbing negative behavior. In his example, it backfired.
A day-care ce
Avoid the problem altogether (Score:5, Insightful)
Re:Avoid the problem altogether (Score:5, Interesting)
My mom is in her seventies, and wanted a computer, because she wanted to use email because she doesn't like feeling left out. Fair enough. So I set up an idiot-simple Linux laptop for her, hiding all icons except Firefox and Thunderbird. "This one is the Internet; This one is email."
The problem is, that wasn't simple enough. My mom kept calling me with imaginary problems. She thought the laptop had crashed, because the screen saver came on. She accidentally minimized the Firefox window and thought she'd deleted it. No amount of explanation could make it clear to her what the scroll bar was for; whenever anything was off the screen she thought it was gone. Honestly, it was driving me insane. Restraining myself from saying something like "RETARDED MONKEYS can do this! You have two masters' degrees! What the hell is your problem!" was practically giving me an ulcer.
However, she provided the solution herself. Somehow or other she realized that the system I'd set up wasn't "what everybody else has" (probably one of her friends saw it and told her) so she became convinced that the whole problem was that I had set her computer up wrong, and if she had Windows and Outlook like everybody else, she wouldn't have any problems.
Off she goes and gets whatever the clerk at Best Buy told her was good. Of course, she can't use that either, but MY problem is solved, because when she calls for help I just say "Sorry, Ma, I don't know anything about Windows. Call Best Buy." End of high blood pressure.
So hey, it turns out Microsoft is good for something after all.
You're buying the phone # not the PC (Score:2, Insightful)
Re:Avoid the problem altogether (Score:5, Insightful)
Or maybe she didn't really need help, but just wanted some involvement with you on some level?
Re:Avoid the problem altogether (Score:5, Funny)
No, what she needs is that mythical Movie-OS. You know, the one where nothing goes off screen and emails are sent in a giant animated swooshing envelope.
Business is business (Score:5, Insightful)
If the guy takes it badly, that's his problem.
Re:Business is business (Score:2, Insightful)
You: Good afternoon _______, what can I help you with today?
Customer:
You: I understand what you're telling me, but I have to tell you that this is outside of what the management has authorize
Re:Business is business (Score:4, Insightful)
Between my family and personal relationship life and business life/customers, the later doesn't even rank close.
I wouldn't care if it get around. "I failed to perform to what a customer expected because I had to handle my personal life." is something I can easily live with.
You can ALWAYS get other customers/bosses/co-workers but you can't get another family.
Re:Business is business (Score:5, Insightful)
Too true. I did a month stint on a high deadline job a while back and while my wife supported me 100%, it was hard on both of us. I flat out refuse to do it again, and management know this. I've made it clear that no job or project is more important than my family.
Manners is business (Score:5, Informative)
The client can take it much better if what you have to tell them is "I'm very sorry but for personal reasons I'm not able to take care of your needs at this time. I've selected someone who can help you in my place, let me give you their name and number..."
It's also a good opportunity to throw a colleague some work. A friend gave me one of those clients he didn't feel he had time to deal with, at a time when I needed the work. It helped me a lot and I was grateful. Perhaps this incident can lead to some good for someone.
Try telling them the truth? (Score:5, Insightful)
I find that increasing rates also helps, as previously mentioned.
Re:Try telling them the truth? (Score:4, Insightful)
Lucky for you, this is one of those times. Just explain the situation and if they are an understanding friend (like you appear to make them out to be) they will thank you for all the help so far and go find someone else.
Re:Try telling them the truth? (Score:2)
Re:Try telling them the truth? (Score:3, Insightful)
You should be charging a fa
Re:Try telling them the truth? (Score:3, Funny)
I'm sorry, it's not my responsibility to provide you with cookies before dinner, go pester Mom instead!
Grow a backbone (Score:5, Informative)
The bottom line, however, is that you need to learn to say "no". It really is OK to not give out free customer support to people, even if they're friends or family. If friends/family don't understand that you're not up to it after the year you've had, they're not much in the way of friends anyway.
Just be sure to give them an alternative, then it'll at least seem like you care about them getting a solution.
Re:Grow a backbone (Score:5, Insightful)
True enough, although I would never say no to my parents. Cleaning out their spyware is a very small return on their investment. You'll feel better for it too, unless you are a totally hopeless person.
Re:Grow a backbone (Score:2)
Yeah, I should've made an exception for one's parents. The in-laws are pretty hard to say no to, too. :)
Re:Grow a backbone (Score:3, Insightful)
Hell, it's your investment on your inheritance, keeping those keyloggers at bay. ;-)
Re:Grow a backbone (Score:2)
Re:Grow a backbone (Score:2)
I for one have. Which is exactly why I'd point someone like this case at them. The two deserve each other. :)
Re:Grow a backbone (Score:2)
Re:Grow a backbone (Score:5, Insightful)
If you have a relative who's a car mechanic, do you expect them to fix your car for free?
What, you think handymen don't have these "support" problems? How many times hasn't my dad fixed peoples' cars, changed the tires, changed the brakes, changed their oil, do some engine work etc... How many times haven't I witnessed friends of mine help other friends install a car stereo system, "tint" the windows etc? How many times hasn't my uncle had to help someone in the family install or fix a sattellite dish + receiver, how many times hasn't another one of my uncles helped people fix broken electronics? You know shit other people don't, and if they're friends or relatives, they often expect you to come help them for free. The good guys offer something in return; I have this kind of relationship with my sattellite dish uncle: I regularly help him with his computer, and he helps me with car stuff (most of my family knows a fair bit about cars since they all work at the Ford Motor Company plant in Genk, Belgium).
If you have a relative who is an airline pilot, do you expect them to give you free rides?
That's different; the airplane ain't his, the tickets aren't his to give away. But I suppose most airlines have this policy of letting their pilots' relatives fly cheaper, so yeah, even there you get something out of it. This question should be rephrased as "If you have a relative who's a pilot, would you expect him to give you free lessons when you learn to fly that little sports plane? I'm assuming the rental fee is yours to pay, of course; the lesson is free, but you don't expect them to spend their money to do you favors. Rephrased like this, it becomes quite similar to "if you have a relative who has a driver's license, do you expect them to teach you for free?" Gosh, well... isn't that how most of us learned to drive?
If you have a relative who is a prostitute, do you expect, umm, well anyway...
No, but I have a relative who's a hairdresser. She even offered me to cut my hair for free on several occasions. I said no, because I don't like to owe people favors. But to answer your question: if it were a good looking relative, and not too closely related (a sister would be kinda yuck, a cousin would be awkward, but your brother's wife's sister would be OK) I see no reason why I wouldn't take advantage of her services. I wouldn't expect a discount, but I'm sure I'd be getting better service than most of her other customers...
Oh God, what am I saying??? I can't betray my poor Fluffy like this! Ignore that last paragraph!
Anyway, last installment in the saga of my dad's life: a cousin of my mother came by the other day, funny how you hardly ever see them unless they need something done, but they're OK, so it's allright... Anyway, he wanted my dad's help laying new floor throughout his house. It was something like "I got a favor to ask; if you have time, could you help me lay new floor throughout the house? The old floor is busted, my tax return will come in pretty soon, and I thought of investing it in a new floor. I know you can do it since I saw you put in new floor in your own home, so if you would have some time somewhere next month, you think you could help me out? Or just show me how it's done so I can do it myself, 'coz I got no clue on how to do it myself...
Note that last part: he doesn't mind doing the work himself, but he just doesn't have the experience, and understandably doesn't want to mess up a project with this kind of expense involved. He doesn't expect my father to do all the work. My father has the choice of either coming to help, while the guy does part of the work as well, but with lesser risk of screwing up because someone knowledgeable is around to keep an eye on his work, or just teaching the guy how it's done, telling him what he needs to keep in mind while doing it. Those are the best kind of "support calls": these people know you have your own life and respect the fact that you want to manage your own time. Also
Send them to Geek Squad (Score:2)
Re:Send them to Geek Squad (Score:2)
An idea (Score:5, Funny)
Then move far away.
This worked for me
Re:An idea (Score:5, Insightful)
Offer to help him out if he brings his PC to your house
Definitely works.
They figure its easier for YOU to come over to their place than it is for them to:
I've seen systems sit on the floor for half a year in other people's homes, inoperable, because people are too lazy to bring them over, so they use this as an excuse to buy a new one ...
Wait long enough, and those systems become yours for free. Great for spare parts.
Work hard, but don't work harder than the patient (Score:5, Insightful)
Tech support clients would be the equivalent of medical patients in my practice, and in any practice we see all sorts of people, including the needy/clingy/demanding type of person who wants everything done for him (== her). "I want an Xray!" "I want better medications!" "I want to see a specialist!" And all this after the patient declines to improve his eating habits and "forgets" to take medicine. (You can envision the equivalent scenario for tech support.)
I will often tell the patient quite frankly: "I will work very hard for you --I will bend over backwards, if necessary-- but I will NOT work harder than you." And I give them homework. Measure your blood sugar twice daily, or do your back exercises every night, or mark on your calendar when you feel the pain coming on, or whatever. Don't come back until you've done that.
Not only would this (hopefully) improve his problem, but it also gives him an appreciation for what you're doing for him. It makes him less whiney because now he doesn't feel as helpless --there's something that he can actually do about it! And, of course, if he's a real loser, he won't see you again because he's not going to do what you asked.
I realize that the OP was referring to cutting off support completely, not helping his client improve the problem. On this, I would agree with other posters who have suggested telling him the truth, and then setting him up with alternative means of support, telling the client up front that he probably won't get as good support from Geek Squad or whatever, but you can't support him any more.
Then set a deadline to cut off support: "I can support you for two more weeks, and then that's it." This is important. Tie the deadline to some milestone so that he won't push you to change it: "I start my night classes in two weeks, so that's why I can't do this any more after two weeks." (It is irrelevant whether this is the true reason; you just don't want the client to say, "Aww, how 'bout 3 weeks? How 'bout 4?")
And then if that doesn't work then
Re:An idea (Score:2, Funny)
An alternate move might be to fake a stroke or something and play dumb. This is probably the easiest solut
Why not the truth? (Score:3, Informative)
Good idea (Score:5, Funny)
Re:Good idea (Score:2)
Let me summarize:
treat it like you're breaking up a relationship
charge them/raise the price
tell them to ask/suggest someone else for help
variations on the above
When did Slashdot grow a pair of balls?
What ever happened to the passive approach?
Stop answering the goddamn phone. Hide. If you see them in public, duck and cover. Pretend you have amnesia. Do anything to avoid a confrontation.
Some problems you can ignore and they will solve themselves.
Re:Good idea (Score:2)
We are going to setup a paypal fund for a Colt
All in all, I think the simplest solution is often the best.
of course (Score:5, Insightful)
Mo' money (Score:5, Insightful)
I don't know what you charge now, but start upping it fast. Increments of 25% is a good way to wean people off stupid calls. You can always charge less, later. Demanding a 3 hour minimum is a good way to go as well (even 4 hour minimums).
introduce a new EULA (Score:2)
Automate the response... (Score:3, Informative)
For instance, for a while I had to look up certain results in a DB for a user and it was happening so often I just created a web interface for them to look it up themselves -- granted, that's an easy fix and I probably should have had that in place in the beginning, but it cut down the amount of time spent trying to figure out why certain things were hooped by about 95%. Now, whenever my coworker contacts me, it's for issues that are most likely bugs and not for DB row queries.
I understand that your situation is not exactly the same as mine, and my condolences for any hardships you are enduring - But perhaps there might be a way to automate this tech support for this user?
Another thing would be to talk to your superviser above you and if he or she is a good supervisor, they'll recognize the issues and try to find a solution that works for you.
Finally, if all else fails, just feign ignorance and the user will probably find another poor sys admin to hassle... =P
Simple (Score:4, Insightful)
"I have too much shit on my plate right now to take care of your technical problems."
You don't even owe them an explanation, it's perfectly ok to set your boundaries as you wish them to be. If after that they still bug you they're not your friends, they're just parasites.
Good luck with everything man, hang in there.
Do what I did... (Score:5, Funny)
I did nearly the same thing.. (Score:2)
Now whenever someone needs help with something I tell them that i refuse to work on windows systems because I'm "only familiar to debian".
That was dumb... (Score:2)
I don't understand... (Score:3, Informative)
I don't understand why you're oligated to fix this person's computer.
Are they paying you? Raise the price. If that doesn't work, raise it again. Problem solved.
If they're not paying you, tell them to fuck off. It's not your problem that they're too lazy to figure it out themselves or too cheap to pay someone else to do it.
Re:I don't understand... (Score:3, Insightful)
I don't understand why you're oligated to fix this person's computer.
It's called being considerate [reference.com]. Some people still seem to think that's quite a worthwhile trait believe it or not.
Facetiousness aside, I believe the OP didn't need to be told that 'no' was an option; rather how best to let people down.
I don't know, but I know someone who does... (Score:3, Funny)
Easy as ABC (Score:2, Insightful)
a) If they're paying you for support: Bump up the price.
b) If they're not paying you for support: See (a)
c) If they keep asking for support at the new price: Hire someone decent and take a cut!
Go to Staples (Score:2, Funny)
Protecting people from themselves = bad (Score:2)
Don't want a spyware-clogged machine, you annoying induhvidual? Choose:
1 - pay someone to clean up their shit
2 - avoid usual threats (MSIE, scuzzy emails, "free" junk, etc)
3 - learn to use a mor
Honesty (Score:2)
Re:Honesty (Score:2)
You've never actually worked with the public, have you? The type of person who is abusing his willingness to help is the type of person who will NOT be understanding.
Re:Honesty (Score:5, Insightful)
Communicating the truth to the best of your ability is what I'd suggest. Not everyone needs to know every detail of your life, but being honest that you're going through a rough time and need to cut back on some aspects of your job will work. If they ask what's going on, tell them if you're comfortable; they may be able to offer _you_ some advice or kind words of support, too. If they don't understand at that point then sure, bastards. They're easy to cut off.
Something else you should do as has already been suggested is offer information to another means of support. If there isn't one you're aware of tell them that too, but make sure they know their continued support is a concern for you.
I'm really surprised at the number of people suggesting to raise prices as an only solution to get out of a situation you don't want in at all. If more money would make the situation better for you then sure, it's an honest option but, sheesh. Is directly communicating your needs to another person really scary enough to resort to random manipulation instead?
If it works for Dell... (Score:2)
Re:If it works for Dell... Locals first! (Score:2)
First have them call IT in the Windoze centric cesspool they work in. This customer belongs to someone else.
Dell's, Toshiba's number are net. p.
Make a sale and focus on your core business. (Score:2)
Before the regular cries of 'Supply Ubuntu' get too loud - that will _not_ work. They aren't up to Windows after a couple of years, and will expect interoperability with Windows systems (through college/employer) and don't have the technical skills to manage a *nix system.
There's so much screwed up here and your personal losses should emphasize that. Sell them a new computer to get the work done tha
First, you have to charge... (Score:2)
This is what I do... (Score:3, Interesting)
Always Charge - even family and friends. (Score:5, Interesting)
Use the barter system. If your friend likes PC support, ask him for some help with _all_ of the domestic chores you have. Oh, and hire a cleaning lady, you can generally get one to come in twice a month for around $1-200 - then fix her computer for free cleanings
MOD PARENT UP (Score:2)
Re:Always Charge - even family and friends. (Score:3, Interesting)
I don't mind providing help, but I get very annoyed when people (including friends and relatives) presume that because I can do something then it's my moral duty to do it for them, for free, for an
Alternatives (Score:2)
Take a passive agressive approach.... (Score:2)
Managing Expectations 101 (Score:2)
-First thing you tell people when you build them a system is that you don't do tech support unless there's a problem with the hardware itself.
-Second, if they need system level support, recommend a friend who does it.
-Third, if that doesn't work, declare that the going rate for computer tech support is $75/hour. For a min. of 2 hours.
-Fourth, if they're still insistent, get new friends and don't answer the phone
A friend of mine who is a doctor gave me som
Simple, but painful... (Score:2)
Instead, simply state - "I have no free time for free work anymore... so my free time now costs $x00 per hour in one hour increments. What time would you like me to show up?"
You can sugar coat it all you like, but this MUST be the bottom line, and you must be verbose about it. You simply do NOT have any free time anymore. Literally.
Unless they are willing to trade some of THEIR time for these domestic chor
Do what I did (Score:5, Funny)
ROFL (Score:2)
Speak up but avoid TMI (Score:2)
A pain in the posterior... (Score:2)
But after we got the modifications working, my boss kept on insisting that since they had paid this developer money, the developer must continue to supply tech support...
The problem was, the contact was just to make the modifications to the application, and it ended when the program functional in t
Re:A pain in the posterior... (Score:3, Funny)
The company I used to work (let's call them ACROSS)
Hail Ilapalazo!
Has to be said (Score:2)
Three words: Interactive Voice Response (Score:3, Funny)
SD
a few suggestions (Score:5, Funny)
2) Transfer them to random departments like accounting, or freight delivery
3) After they finally get back to you, cut them off.
4) Implement a long winded touch tone system that doesn't work (with no option of going straight to an operator)
5) Implement a long winded voice recognition system that doesn't work (note: if you implement this with the ability to listen in, it can double as a hilareous source of entertainment Customer: "Tech Support Please"...System: "Did you say 'Wreck your court with cheese?"
6) Disagree with them over silly and obvious things eg...Customer "Oh hi, I have a computer and..." You interrupting "No you don't"
7) Don't forget the good old "I don't have the authority..."
version 1: "I don't have the authority to answer that...I'll have my supervisor call you back"
version 2: "I don't have the authority to do that, you'll have to download our authorization form from , sign it, and fax it back to "
well, that's what works for my bank anyway
Recommend end users to buy professional systems (Score:4, Insightful)
Sure, this seems heartless or selfish, but the truth is those higher end systems were every bit as good as whatever I could build for them, and not all that much more expensive. In the end they were more happy and thanked me because they had more time to use their computers.
In trying to keep this a non-biased post I will interject just one last observation. The people that I recommended to buy macs and did are still using the same computers from three years ago and are still happy. The ones that went with dell most all got tons of viruses and had a lot of support calls, not quite as happy, but it was their choice.
Simple (Score:3, Funny)
Just think of the countless other unpleasant conversations you could completely avoid with this method! There's the "I'm cheating on you with your best friend." shirt, or how about "Your mother and I are getting a divorce."? The possibilities are endless!
Incomprehensible (Score:3, Insightful)
I had to read that about 3 times before I figured out what he was saying. I feel very sorry for the poor end users who have to decipher his techno-geek jargon. "Kit"? "Builds"? Speak english, man!
A better translation:
Because I work with computers, I occassionally build them for people. Sometimes, I end up having to support the people using those computers. Sometimes I support people using computers that I didn't build myself. And I don't mind one bit!
There's a book called "Boundaries" (Score:3, Interesting)
Main thing is to clearly define what you can and can't do right now. If your situation has changed, share with your friend the nature of the change. Set forth all the details, all the details, in triplicate, share your pain with your demanding end-user friend. If it isn't a career-limiting move, tears might be useful. If every time your friend calls with a support question, s/he gets an earful of all your problems--so much so that you never get around to answering the question, your problem will solve itself.
Force them to value your time (Score:3, Insightful)
The best ways that I've found to do this are:
1) Make the person bring the PC over to your home or other location for service.
Most of these types of people can't even be bothered to unplug a PC, let alone bring it somewhere; if they can't spend 5 minutes, why should you spend hours?
2) Force them to sit next to you and watch while you perform the fix.
Better yet, sit beside them and force them to do, while you walk them them through it. They may even learn something, and if not, at least they have an appreciation of the effort required.
3) Be blunt with them.
With these sorts of people, its usually not fixing a range of problems so much as the same problem multiple times (usually virus or malware problems). Explain that once you fix a certain type of problem once or twice, its no longer your responsibility to get the user out that type of jam.
Sometimes the parents pull rank.... (Score:5, Funny)
One time when my dad called me at work with some Windows question I said "Dad, you know they have IT people in your department who not only know Windows but know your systems/network better than I ever would. Maybe they can help you figure this problem out."
His reponse:
"I didn't pay for 4 years of college to get any backchat out of you. Now answer my fucking question!"
That kind of sums it all up.
Why ask us? (Score:3, Funny)
Can't you see we're busy?
the dreaded customer (Score:5, Interesting)
This almost always gets started because someone at the store initially gives the person an absurd amount of phone support. The customer lacks basic consideration and common sense, and now considers you to be his personal technical support and will now call you at the drop of a hat because you are "so helpful". The customer is certainly part of the problem, but you've done it to yourself.
These customers are particularly difficult to deal with when they are good, frequent, paying customers. It's hard to say no to someone that buys several thousand dollars of your product every year. It's been my experience that most customers are easy to "show the light" that they are being unreasonable, and will hapily scale back their calls if requested. We also have a professional teacher that specializes in computer training that we refer to such customers. Many times the customer is quite happy to pay ~$25/hr to have a professional come to their house and answer every question they have and show them how to do something. Very often one or two visits by this man solves the entire problem with a customer. We encourage the customers to get a paper and pencil and leave it by their computer, and write down questions as they encounter them, and arrange for an appointment from our tech support person at most once a week, say on Mondays, to answer the week's long list of questions. This helps them to get all their questions answered and minimizes the number of visits required. It also encourages them to think on their questions, most of which they end up answering themselves before Monday rolls around.
We have problems with new employees because the "leech" customers will quickly realize they have a new ear to talk with and will usually ask for the new guy by name, because they have subconsiously figured out that the new guy will spend absurd amounts of time on the phone to help them, so it's important to train the new people on how to handle the tech support leeches. We try to enforce a "5 minute rule". This means if at any point in the conversation it occurs to us that it will take more than 5 minutes on the phone to help the customer, we ask them instead to bring in their equipment or schedule an on-site. MOST customers will either bring it in, schedule an on-site, or get offended at the idea of spending their money for assistance and hang up. A few will simjply continue to insist that you help them for "just a few more minutes". Those are the inconsiderate ones, the true leeches, and often times you simply have to put your foot down, despite customer relations. We use peer pressure to help with this, and if we spot an employee on the phone for a long time with a customer, we will hold up an open hand and mouth "five minutes" to them to remind them.
We try to use analogies with some customers, to show them why we cannot talk with them on the phone all day. One of my favorites is the car analogy. "When you buy a new car, the salesman will help you with how to operate the new power seats, show you where the spare tire is at, and tell you about what regular maintenance the car needs. They will not teach you how to drive. That's not their job. You have to learn that for yourself, or hire someone to teach you how to do it". It's amazing how this pulls things into focus for most users, hits them like a bat, and knoc
Re:Wait... what? (Score:3, Interesting)
To get back to the original question, however, here's how I've done it in the past. First, I defer once or t
Re:Wait... what? (Score:2)
I find that the biggest mistake you can make in giving somebody support is bundling the impression that your time means nothing. Non-technical people often don't understand what most computer people do for a living, and it would not be a stretch to say that some don't have a great deal of respect for our profession. Try to project yourself as a lawyer giving legal advice: you never have time to talk on the phone, and you always need to reschedule something for at least five days in the future. A lot of peo
Re:Your reasons to charge aren't good (Score:2)
C//
Gotta SELL the tunnel (Score:2, Funny)
THEN hang up. Gotta put some effort into your act!!