It's the people driving me bonkers

April 12, 2012 at 10:07:02
Specs: Win 7, amd 64x2
My pet peeve is people who have usually backed their butts into a corner and are pretty desperate by the time they ask for help. I can watch 10 customers come in the shop and I know 8 of them are going to tell me a story about how important "their" computer is, and why I should drop everything and everybody else's to look at theirs....pronto, now if possible!!! Let's see: My small home business is down and were losing a lot of money! My kids project is due tomorrow! My wife and I are leaving at 4 am this morning for Hawaii and we need this fixed BEFORE we go! I need it now or else I'll have to take it somewhere else.............promises promises!!! Drives me.

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#1
April 12, 2012 at 11:07:40
Simply add a "priority-sevice" charge (variable if need be) and you'll find out just how desperate those customers really are. Something in the order of $75-100 for overnight and $40-60 for two-day.

"Channeling the spirit of jboy..."


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#2
April 12, 2012 at 11:28:06
I have thought of that, other places are charging around $50 in my area for priority service, but we decided not to do that and treat everyone the same except for business clients. People pay it everyday, but we don't want to go down that road.

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#3
April 12, 2012 at 15:33:16
Years ago, the company I worked for as a technician offered "no-charge overnight repairs" for rush priority. As you can guess, everyone's boards became priority. You won't see any let up from customers if you can't charge for it. Sad to say, but that's just the way people are natured (to think their problems are the biggest). If UPS/FedEx didn't charge extra for overnight delivery, they'd go broke...

"Channeling the spirit of jboy..."


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#4
April 12, 2012 at 17:43:44
I figured since we had a rant forum I would write one, but I really wasn't thinking it would get posted for all to see, I'll keep that in mind so's not scare the masses away.

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#5
April 13, 2012 at 05:23:42
I do repair work out of my home all by word of mouth. Now and again I get a neighbor at my front door with computer in hand at 5:30 - 6:00 AM. "Can you fix it by the time I get home?" is usually the first thing I hear when I open the door. I usually being half awake respond with "This is going to cost ya." but later feel bad for doing it because this is how my bills are paid.

If it happens repeatedly from the same person my labor rates go up. Most to be honest try not to go that rout with me saying "No hurry I just want it working right." but I can see the look. They are either hoping I have nothing else to do or that I will spot their problem as soon as I attempt to turn the machine on.

Often it's not that big a deal for me except around christmas time. I do have a few regular customers (businesses) that I work with and they have priority because I am going to get paid every week by them. They don't normally require much time though. Those that show up begging for prioity service are made aware of any of these appointments I have that day so they can choose to go elsewhere if it is truly needed imediately.

Likely


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#6
April 13, 2012 at 15:59:02
"They are either hoping I have nothing else to do or that I will spot their problem as soon as I attempt to turn the machine on."

It would be nice if that were ever the case; most folks that ask for me to bail them out already know two things: I work a 40+ hr. week and they've likely hosed the machine to the "point-of-no-return" (at least from them). I had problems at first as well with holding back on charging extra for rush jobs; until it got completely out-of-hand. You have to realize that there are other things you could be doing making just as much (or more) money, and that you're not responsible for other peoples' screw-ups...

"Channeling the spirit of jboy..."


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#7
April 13, 2012 at 16:42:47
I don't at all feel bad if I either can't get to it right away or it takes more time to fix. I didn't put it in this condition. Part of my problem is at the moment I don't have that 40hr. week. I work for myself as I can get it. Around christmas I have several 60+hr. weeks but the rest of the year I rarely get 30 hours in a week. Once I can get on with someone else that will change I am sure but for now this is what I do. I have three contracted clients and regaurdless of what anyone else brings me they come first. Aside from that it's first come first serve. And if I need to contact you with a question and I can't you go to the end of the line.

Likely


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