How I handled a staff and client problem

7 replies
Just thought I'd share since I learn so much from this forum.

I'm an in home computer tutor and virus removal specialist here in Honolulu Hawaii. A client called telling me he had the FBU/Moneypak computer virus again. The first time was about six months ago. I explained to him that viruses and antivirus software are always in a battle and improving and because we do not know the habits of a client, whether they clicked a link or downloaded something we could not guarantee a virus would not come back. I sent a staff member on her own for the first time to remove the FBI/Moneypak virus. It's an evolving computer virus and she was unable to remove it. She called me and this is what I told her to tell the computer client.

The virus has evolved and is now tougher to remove. My boss has church events Saturday and Sunday, but he will come himself first thing Monday morning at no additional charge to remove it for you.

Okay to break it down

The virus evolved - tougher to remove therefore not the same virus

My boss - puts me up on a higher level and makes the wait more worth it

Church events - One must be very unreasonable to complain someone cannot make due to church.

First thing Monday - The beginning of the work week and he is very important to us

Finally - No additional charge. Even though the client may not have thought about paying more this statement increases the value of our service and my arrival.

All of this was also the truth. I develop long term relationships with my computer clients and do not lie to them. Lies get discovered and only help with short-sighted business people with no concern for future income.

I told my staff person she did just fine. She ran across some things she hadn't seen before and has learned from them. I will also bring her with me Monday.

I look forward to your thought, opinions and improvements.

Rick
#client #handled #problem #staff
  • Profile picture of the author Colm Whelan
    I do this for a living. I have two locations and 3 staff (and me)
    As far as I can see you just did a job, for which you had no responsibility, for nothing.
    Definitely not how you make money.

    I understand the urge to "take care of the customer" but now you've as much as admitted responsibility for this second infection by removing it for nothing.

    I have never seen a Moneypak infection that was not instigated by the user's browsing habits. I fail to see how making yourself responsible for something you cannot control can ever be good for your business not matter how much goodwill you generate.
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    • Profile picture of the author hometutor
      Originally Posted by Colm Whelan View Post

      I do this for a living. I have two locations and 3 staff (and me)
      As far as I can see you just did a job, for which you had no responsibility, for nothing.
      Definitely not how you make money.

      I understand the urge to "take care of the customer" but now you've as much as admitted responsibility for this second infection by removing it for nothing.

      I have never seen a Moneypak infection that was not instigated by the user's browsing habits. I fail to see how making yourself responsible for something you cannot control can ever be good for your business not matter how much goodwill you generate.
      Sorry but I don't think you read my OP. I stated we could not guarantee an infection wouldn't come back and I never stated I wasn't getting paid.

      Rick

      OK edit I reread my OP and see how I didn't explain well enough. No additional charge for me coming in myself I'm still getting paid for removing this again.

      My apologies for not being clear enough on that part
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      • Profile picture of the author Colm Whelan
        Originally Posted by hometutor View Post

        Sorry but I don't think you read my OP. I stated we could not guarantee an infection wouldn't come back and I never stated I wasn't getting paid.

        Rick

        OK edit I reread my OP and see how I didn't explain well enough. No additional charge for me coming in myself I'm still getting paid for removing this again.

        My apologies for not being clear enough on that part
        Ok, I get it now.

        My take on this is as follows - as easy as the Moneypak virus is to remove - your tech should have been able to do so. I know removal methods change from version to version but a good tech should be able to figure out the removal method for most viruses on the fly. So firstly I'd be looking at your tech's skill set.

        Second - by sending out your tech you created an expectation that the job would be done immediately\quickly. It wasn't and you then made the customer wait over the weekend. If it were me I wouldn't be happy and would be looking for someone else.

        Thirdly - by bringing in the big guns (i.e. you) you undermined your tech's standing in the eyes of your customer and made your business just a little bit more dependent upon you directly when your focus should be to do the opposite. Classic E-Myth type move IMNSHO! Not to mention that you probably have the customer asking themselves - "am I not important enough to rate the big guns from the beginning?" i.e. questioning how much you actually value their custom.

        Finally, as for not charging more - as a customer I would expect this, after all it's not my fault that your tech is incompetent.
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  • Profile picture of the author ContentWritingPhD
    Banned
    Rick, do you have an Online PC Technical Support service?
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    • Profile picture of the author hometutor
      Originally Posted by ContentWritingPhD View Post

      Rick, do you have an Online PC Technical Support service?
      No it's software driven, but I am looking for one.

      Rick
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      • Profile picture of the author ContentWritingPhD
        Banned
        Originally Posted by hometutor View Post

        No it's software driven, but I am looking for one.

        Rick
        I see. My partner is actually providing an online PC technical support service. He worked for Microsoft's PC Safety (not it's MS Answer Desk). Perhaps, you two can work together. Please PM me your email address so I can refer you to him.
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