Customer Service - your suggestions please

[RICHARD]

I think she may owe you for for the hour, plus the time you took to write out your post, your billing and wondering about the suggestions.

Put it in the fricking mail and tell her that you are a tech and have problems with MSO.

When I ran into problems like bosses that didn't know enough to get things rolling, I told them I was a moron.

I learned Word and Excel on my own, then when I HAD TO TAKE a class I knew a little more that I needed.


Give her a list of the Dummy books too.


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Will your business suffer if you 'skip' over this client?

[Catty1]

Actually, RICHARD, one of my colleagues - we are all members of the company but are independent consultants, though we share clients with each other when needed - agreed with the snail mail thing.

The next time she needs a tech - someone else can go!

[kitten645]

I would say you are wasting your time. This chick has passive aggressive issues and you could be Bill (or Willamina!) Gates and it wouldn't help! I take big issue with people claiming to want "help" yet unwilling to help them selves! I consider myself a superior customer service person but if someone wants help and doesn't even have an answering machine to leave the info, I'm done. Same goes for email, voicemail etc. If you expect people to communicate with you, then you need to check them. And often.
You're done. Move on!
Claudia

PS We are all freakin busy. Your time is just as valuable as hers.

[RICHARD]

Actually, RICHARD, one of my colleagues - we are all members of the company but are independent consultants, though we share clients with each other when needed -

LOL, you can get a 'virus' sharing clients like that!

Snail mail! Then let her figure things out on HER CLOCK!

[Catty1]

Snail mail! Then let her figure things out on HER CLOCK!

Yep - and who cares if she gets TICKED!!!! (I crack myself up sometimes...lol).

Thanks folks!

[Emeraldgreen]

Sounds like you've figured out which way to go with this. I agree, sending her an
invoice for the time already spent makes sense. You did make some changes on her computer and have offered to make future changes if she is interested. She seems to want to get two services out of one person, installation and teaching.
I doubt she is going to find a teacher willing to install or a tech person who installs, willing to take the time to teach. She's just going to have to bite the bullet and pay multiple people for all of the things that she clearly needs.
Your time is important and she owes you for that hour.

[RICHARD]

Yep - and who cares if she gets TICKED!!!! (I crack myself up sometimes...lol).

Thanks folks!

And remember, She'll be here all week!

[Puckstop31]

1.) ABSOLUTLEY invoice her for the time you already spent. The coupon is a good idea. Also, Snail Mail is a good idea for ALL invoices. Paper trails are a good idea if you ever have a customer who does not pay.

2.) Send your recommendations along with the invoice. You are the lifeguard and she is the drowning victim. If she does not want to heed your advice/help... Its her loss. Don't take it personally. From what I see, if she says anything bad about you to others, she will be a liar.

3.) Don't sweat the stuff you cannot control. I.e. A client with a crappy attitude. There are always going to be those who don't like you for whatever made up reason. You cannot control that.... Bill her for your time and move on.


Good Luck!

[DJFyrewolf36]

Mailing her an invoice is the way to go, make sure you have a copy too of course. There is no reason for her to not pay you for the work you've done and if she doesn't like it she can call another tech and see if she gets any better of a reception lol.

I've run into clients who can't seem to get ANY tech to even look at their computer because of them having a history of not paying techs and generally making their lives miserable.