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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.
Then move far away.
This worked for me
It's great that you've asked Slashdot users -- a community that is known throughout the world for its tact and ability to handle delicate matters -- to help solve your dilemma.
http://outcampaign.org/
Get a mac and then "forget" about how to use windows.
Didn't you read the original question? He just ended a long-term relationship. What this man needs isn't money, it's sex. He should demand a night with a nubile female relative in exchange for continued support. And he should do it as brazenly and obnoxiously as possible. Either he gets the sex or he offends the other partly so badly that he never hears from him again. Whichever way it goes, the submitter's real problem is solved: he's learned not to be such a doormat for once.
Back when I used to do contract programming I'd charge something like $80 an hour to do change requests. No half hours, minimum three hours. With rates like that you'd expect my clients to wait until they had a bunch of change requests that needed to be done and give me a list right? No. I'd go out to the site, listen to them explain what they wanted, implement it in 5 minutes and say "anything else?" They'd shrug and say no. I'd offer to hang around for the remaining 2 hours and 50 minutes that I'm going to charge them and after 30 minutes they'd say "ok, that looks like it's working, we'll call you if we need anything else". At first I figured it was just that one client. Then I got another one that was just as bad. So I upped my rates and it just kept on happening. This was in my younger years and I felt that I could be better spending my time. I felt that I had something to contribute and life wasn't all about making money. So I eventually started demanding that they save up their change requests and only contact me when they had at least a days work to do. Something strange happened. They stopped calling. It seems that if you make people put up with software not being exactly the way they want it to be, even if it's just for a week, they will put up with it forever. But if you're there for them as soon as they call and sit down with them and try to make the software exactly the way they want it, they'll pay just about any price for that service.
How we know is more important than what we know.
I always charge everyone. Now maybe I only charge a 12 pack or dinner or some trivial token, but they always know that my services are not free. I charge my mother, sister - everyone. If it's a quick question, I'll give them the answer, but I am quick to point them to a website or the help. Even when they do pay me, everyone is quick to thank me and I reassure them - "No problem, I do this for a living". One thing this has taught me is to use my friends talents. My realtor found me a house in exchange for a website waiving the realtor fee, my sister grooms my cat - for free. My friends that use me as a resource always know that there will come a day when I will ask for their help. I had a friend send a crew over to redo my lawn - for free.
:D
Use the barter system. If your friend likes PC support, ask him for some help with _all_ of the domestic chores you have. Oh, and hire a cleaning lady, you can generally get one to come in twice a month for around $1-200 - then fix her computer for free cleanings
ymmv
Yep. I call it the "security blanket syndrome" - because it makes people very comfortable and gives them a strong feeling of safety to know that if they have a problem, no matter how rare such problems are, that the guy to fix it for them is right there. And let me tell you -- it is VERY profitable.
I myself discovered it by accident. I was getting burnt out with a particular client, but I didn't want to just shut down the connection. So, I decided to raise my rates until they 'fired' me for being a geedy bastard. I tripled my rate, well into the triple digits, and they did not bat an eye.
In fact, as my client as gone through a fair amount of managerial turn-over, hardly anyone left knows what my original billing rate was and I am now perceived as more important and more valuable than I was when I walked in the door in large part due to how much more expensive I am than any of their other contractors and all I really do is give advice to people and put out the occasional fire. Lots of time for slashdot during the day.
So, now I am totally burnt out on this boring, tedious gig - the rest of my life is a total mess, but if I can suffer through another year of this, I will be able to retire well before 40.
This phenomenon is also one reason I am a strong believer in the service business-model for Free software. Selling high-quality, highly personalized service to be big corps with deep pockets can be very profitable.
When information is power, privacy is freedom.
"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.
Either he gets the sex or he offends the other partly so badly that he never hears from him again.
Or his offer is accepted, and this prompts a somewhat different Ask Slashdot.
Want to improve your Karma? Instead of "Post Anonymously", try the "Post Humously" option.
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?