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Cutting Off an Over-Demanding End-User?
SpaceNeeded asks: "Numbers of you will probably recognize the start of the situation. Because I work with systems, I perform occasional builds. This occasionally crosses over to support (especially where it's my kit I'm asked to support). This isn't a problem, nor is it a problem when I get the occasional support query from someone I haven't supplied a system to, but who needs assistance. This is all well and good, but I've had pretty poor year personally. I've lost two relatives and a third is in a pretty bad way in hospital. An eleven year relationship ended a couple of months back, and I'm now having to perform _all_ the domestic tasks that used to be shared. Between these few things and my regular job I'm finding I have a whole lot less time to allow to support calls. What methods do you know of for gently cutting off someone, support-wise?"
"I have a regular end-user who is the one that we all dread. They have little interest in PC systems for itself, and regularly call up with problems, usually related to Windows spy-ware/Trojans/Viruses. I haven't supplied the systems, which comprises of two Dells and a Tosh laptop. Although I quite like them personally, I really don't need the hassle of their regular calls at the moment.
Before the regular cries of 'Supply Ubuntu' get too loud - that will _not_ work. They aren't up to Windows after a couple of years, and will expect interoperability with Windows systems (through college/employer) and don't have the technical skills to manage a *nix system."
Before the regular cries of 'Supply Ubuntu' get too loud - that will _not_ work. They aren't up to Windows after a couple of years, and will expect interoperability with Windows systems (through college/employer) and don't have the technical skills to manage a *nix system."
I know its too late, but the simple solution to the problem is to not provide support in the first place, unless you're being paid specifically for that support. Either way, refer them to someone who is willing to make a job out of support.
This is a really simple business decision - these are the customers you don't want, you need to get rid of them to have a healthy business. Dump this guy, politely, but firmly. "I'm sorry but I'm not going to be able to provide support any more because priorities have had to change and I won't have the time, it's nothing personal it's just business".
If the guy takes it badly, that's his problem.
Why not tell them the truth, and if you need to, give them the name and number of someone that would gladly help them. Perhaps you can find someone that could use the money, such as a student...
I find that increasing rates also helps, as previously mentioned.
Offer to help him out if he brings his PC to your house
Definitely works.
They figure its easier for YOU to come over to their place than it is for them to:
I've seen systems sit on the floor for half a year in other people's homes, inoperable, because people are too lazy to bring them over, so they use this as an excuse to buy a new one ...
Wait long enough, and those systems become yours for free. Great for spare parts.
"Although I quite like them personally, I really don't need the hassle of their regular calls at the moment."
I have a feeling that brazenly offending them isn't the solution either.
Depending on how close you are to the person, you might directly ask for help
with your stuff in exchange for the tech support. Cleaning someone's computer
or teaching them how to use it is as time consuming and personal as a lot of
domestic tasks, so I don't see this as being unreasonable.
If they just happen to be a nice customer that you're on good terms with, you
might try pointing them 'gently' toward other resources. That seems to have
worked well with me when I needed some time away from the constant prodding for
tech support.
I wouldn't consider the mad hatter mad. Just reality impaired. He sure can make a mean cup of tea.
The majority of his customers are more than likely not bastards. They have found an excellent means of support and he, being a kind person and happy to help them thus far, hasn't given them any indication the situation needs to change. I don't see why anyone should assume they won't be understanding.
Communicating the truth to the best of your ability is what I'd suggest. Not everyone needs to know every detail of your life, but being honest that you're going through a rough time and need to cut back on some aspects of your job will work. If they ask what's going on, tell them if you're comfortable; they may be able to offer _you_ some advice or kind words of support, too. If they don't understand at that point then sure, bastards. They're easy to cut off.
Something else you should do as has already been suggested is offer information to another means of support. If there isn't one you're aware of tell them that too, but make sure they know their continued support is a concern for you.
I'm really surprised at the number of people suggesting to raise prices as an only solution to get out of a situation you don't want in at all. If more money would make the situation better for you then sure, it's an honest option but, sheesh. Is directly communicating your needs to another person really scary enough to resort to random manipulation instead?