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Is it possible to be TOO good to clients?

By Goldenbarstewart ·
I have a client who brought his old desktop computer to me - I determined the MB was dead but that the HDD was fine - no charge. I offered to install the HDD in a loaner computer which I placed in his office - the idea being that he would have immediate access to his files - no charge. In the meantime I ordered new equipment for him. After setting up the new equipment - no charge - I contacted him and advised him that I was ready to install his old HDD (PATA) into the new system (containing a new 160 GB SATA drive)so that he would continue to have access to his files. (I did adivse him that I could port his files onto the new drive - no charge - but he insisted he wanted the old drive as it was, which was fine.) HOWEVER, he insisted as well that he attend my workspace ("so I can learn how it's done") while I installed and set up the old drive in the new machine. My policy is that clients do not enter my workspace, so I refused. Consequently he began ranting and hung up on me. I do not work well with clients standing over my shoulder - I know how easy it is to make a mistake when distracted. Am I wrong? I get enough interuption as it is when working on systems - another distraction is not welcome. Your input would be appreciated.

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That particular case is a tough call.

by stress junkie In reply to Is it possible to be TOO ...

In response to your subject line, yes there is a limit to what you can or should do for a client. Look up the word "obsequious". You don't want to be obsequious. That's my guideline.

I also have a policy of not allowing people to watch me work simply because when I'm diagnosing a problem I may try various things to discover the problem and its resolution. I don't want them to ask me about my rationale for each and every keystroke that I type. Believe me, I've had people do that.

But you have to be somewhat flexible about all of your customer relations rules. Each situation requires its own judgement call. In the case of swapping a disk from one machine to another I would probably have allowed the client to watch me do this.

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Distractions.

by Old Guy In reply to Is it possible to be TOO ...

Distractions can be a problem. This actually happened yesterday and I could have caught some heat on it but the CEO was rather gracious about it. He was having difficulty sending a Word document to a Mail Reipient (as attachment) and called me down to look at it. I told him it may require a reboot. As he was getting up he said the document wasn't saved so be sure not to delete it <almost in a kidding manner>. As soon as I sat down at his desk one of the other managers came into the room and said that I may know something about what she had in her hand and proceeded to ask me and inform the CEO of what she had. That took my focus off what I was doing. While listening to her I clicked on Send to Mail Recipient instead of the as attachment. It came up as it should. I wanted to show the CEO the difference so I canceled the operation. All of a sudden whoop der it went! I knew better than that but got distracted. I sheepishly looked at the CEO and said, "you're probably not going to like this." He took it a lot better than he could have and I certainly apologized. However, once again it just cements the fact that I do not need distractions when working on any problems.

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Thats what you thought

by NOW LEFT TR In reply to Distractions.

better get ready to clean out thy desk....

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