Discussion on:
View:
Show:
is that i should stop my "not just no, but hell no" responses? But I was having fun. watching their face drop is priceless (of course, if they push, I just set my price above geek squad's highest ($200) and see what happens) My free time is worth more to me than a few extra dollars on the side.
But...$200? Is that per hour?
If so, I wanna work there for 4 months, then go on vacation.
If so, I wanna work there for 4 months, then go on vacation.
no i think that is per case. they techs get paid very little in comparison and the CEO gets a swimming pool of money. Love capitalism.
As for me, I charge 200$ "per hour" but usually only count one hour if it wasn't hard to do, even it takes me a weekend or a few days. Now virus's? that's 200$ an hour and you get a time sheet from me. I don't cut corners, so neither do they.
Needless to say, I do no get too many people taking the high costs. Of course I have a few docs that will usually pay any price i name.
As for me, I charge 200$ "per hour" but usually only count one hour if it wasn't hard to do, even it takes me a weekend or a few days. Now virus's? that's 200$ an hour and you get a time sheet from me. I don't cut corners, so neither do they.
Needless to say, I do no get too many people taking the high costs. Of course I have a few docs that will usually pay any price i name.
First, let me say that I agree with the core value of your article: Saying "no" is sometimes necessary - but how it's messaged will make a world of difference.
Second, I believe it's critical in those situations to clearly inform the customer WHEN the next task (critical or not) will be addressed. This helps the customer feel that you "own" the issue. And in some situations, that carries more weight than actually fixing those "niggling" issues.
Second, I believe it's critical in those situations to clearly inform the customer WHEN the next task (critical or not) will be addressed. This helps the customer feel that you "own" the issue. And in some situations, that carries more weight than actually fixing those "niggling" issues.
I agree that just saying no is not an option in tech support. I work in tech support at a company, but every one of those users is a "client" to me. I always find a way to say yes, even if it means a 2nd trip at another time.
Most people do save up their computer problems for a visit from tech support. Sometimes, I get to work on their home computers too. Virus-laden, spyware infested and in serious need of some TLC. No patches either. Ugh.
I think the bottom line is that your role in tech support is to help the client accomplish first, whats critical and then offer possible solutions to resolving other problems. Then you go from there, but "no" is never involved.
AV
Most people do save up their computer problems for a visit from tech support. Sometimes, I get to work on their home computers too. Virus-laden, spyware infested and in serious need of some TLC. No patches either. Ugh.
I think the bottom line is that your role in tech support is to help the client accomplish first, whats critical and then offer possible solutions to resolving other problems. Then you go from there, but "no" is never involved.
AV
I'm also a support professional for a software company, and there are times when a customer wants to do something in our program that is so far out in left field that we would have to rewrite a substantial portion of the program to give them what they want.
While we do our best to show our customers as many possible alternatives to their impossible requests as we can, sometimes it boils down to "No" - even then we suggest they submit a feature request to our development team.
While we do our best to show our customers as many possible alternatives to their impossible requests as we can, sometimes it boils down to "No" - even then we suggest they submit a feature request to our development team.
Sometimes 'No' is required. Not often hopefully but when some people ask for impossible answers to unreasonable requests then 'No' is it. Pirate software, cracking legit apps, or just impossible tasks from cheap hardware/software. It all happens. No way will I put my own reputation in jeopardy to make a few dollars.
IMO:
These ARE the same people that you're talking about that don't like IT telling them things with technical terms/complexities that they don't understand....so that doesn't apply here??
So, here we're supposed to say 'no' in a "different way"....huh....I don't think you can really have your cake and eat it too (cliche), some will like it, MANY will not.
Here's the simple fact...until new people/management that are somewhat...REMOTELY familiar with technology are in charge, NOTHING, in the grand scheme of things, will change in the relationship or USER vs IT.
You do have to ask yourself, why is it so one-sided....why is it that IT are the only people that are supposed to change???
These ARE the same people that you're talking about that don't like IT telling them things with technical terms/complexities that they don't understand....so that doesn't apply here??
So, here we're supposed to say 'no' in a "different way"....huh....I don't think you can really have your cake and eat it too (cliche), some will like it, MANY will not.
Here's the simple fact...until new people/management that are somewhat...REMOTELY familiar with technology are in charge, NOTHING, in the grand scheme of things, will change in the relationship or USER vs IT.
You do have to ask yourself, why is it so one-sided....why is it that IT are the only people that are supposed to change???
Because, we're viewed as a cost center, not a revenue center. Until that perception changes, we have to satisfy other portions of the business that are viewed as the 'money makers'. We might not like it, but until we convince management otherwise, that's the way it is.
NO is one of those words you have to know how to use. You do all the dancing and when none of that works, then you bring out NO. You don't do it in a surly combative way, just with a sigh and a verbal smile of commiseration, if possible to blunt the frustrating of the client's desires when all else fails.
There are situations where NO means NO.
There are situations where NO means NO.
I think that with out our clients we're out of a Job. I take it like this I am paid for Supporting my clients and to know the current technology many older techs fell off the planet because the got comfortable and safe with the old ways and now their networks are behind/old/and slow and more costly to upgrade. Now my point is IT is always changing and its up to us to keep up or quit. When a client asks me to do their job I say no because that's not my function I can make your computer do the task your job requires you to do your job but I will never know how too use Dynamics or Max because I dont care about the functions just how to get it to work is what i am paid to do. No, is not an option just a means to get a workaround for my clients if they are happy, I have a job and if it takes precious time then so be it what else it there to do if you love this job then make it your life or you will hate it then you just don't belong. Happy users even when there is NO involved they are happy to know that I am going to stay on top of the case. If you don't consider that we are heading our clients into the future of technology then you are not doing your job as a Tech your just an employee out for money but my client feel safe with me behinde the wheel of their Network and Computer systems future.
- Keyboard Shortcuts:
- Prev
- Next
- Toggle
