When someone other than family tells me about their computer problems, I start with "I'm sorry to hear that", and then try to change the subject. If they say they've lost all of their data, then it's "I'm sorry for your loss." and I change the subject. If they continue, then I tell them that I normally charg $100 per hour plus mileage, with a 2 hour minimum, plus they are responsible for any parts that need to be purchased, but since they are a co-worker, friend, friend-of-a-friend, or whatever, I'll only charge them $75 per hour plus mileage and parts with a 2 hour minimum. They should just email the problem to me with a note at the bottom that they agree to my fee schedule.
They usually decide to change the subject themselves at that point.
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