How Not to Get a Client to Rely on You.
This may seem a bit elementary, but I'm beginning to notice a trend in the way that small businesses and residential customers are taken care of by IT service professionals.
In one case, I have a new client that is a small office with one server, mainly used as the overall domain controller and backup for the other computers. The person that serviced them before somehow decided to keep all of the password information for administration secret from the owner and the employees.
Now, that's one good practice when you're the IT department of an actual company, BUT when your client owns the equipment, you better make sure that they are privvy to these things.
The moral of the story is to always depend on your customer, no matter how easy or difficult to deal with they can be. Smugness is not a virtue in business, especially if you're running a small business.
Why?
Well, in the above case, my client couldn't reach the other tech person when things were going awry.
Never, ever assume that "it's in the bag." You never know what can happen. If you're concerned about a client fooling around with settings by having administrative rights, then type yourself up a good disclaimer, with a firm yet polite explanation of what powers they have as administrators and how easy it can be to make detrimental changes and that you and your firm can not be held accountable for such actions. Actually, statements like that should be in every contract you work out with a customer.
I didn't think that this one time would merit a post from me, but then again, this is my blog so there!!! :o)
Anyway, it's more common than one would think, but I only had time to post my most memorable experience with this type of incident.
Never surgically attach yourself to a client. It really alienates you from them, and does little to comfort them in the event they need you pronto, and you're on another "emergency" service call. Providing superior and friendly service will keep them calling you for the days and years to come.
In one case, I have a new client that is a small office with one server, mainly used as the overall domain controller and backup for the other computers. The person that serviced them before somehow decided to keep all of the password information for administration secret from the owner and the employees.
Now, that's one good practice when you're the IT department of an actual company, BUT when your client owns the equipment, you better make sure that they are privvy to these things.
The moral of the story is to always depend on your customer, no matter how easy or difficult to deal with they can be. Smugness is not a virtue in business, especially if you're running a small business.
Why?
Well, in the above case, my client couldn't reach the other tech person when things were going awry.
Never, ever assume that "it's in the bag." You never know what can happen. If you're concerned about a client fooling around with settings by having administrative rights, then type yourself up a good disclaimer, with a firm yet polite explanation of what powers they have as administrators and how easy it can be to make detrimental changes and that you and your firm can not be held accountable for such actions. Actually, statements like that should be in every contract you work out with a customer.
I didn't think that this one time would merit a post from me, but then again, this is my blog so there!!! :o)
Anyway, it's more common than one would think, but I only had time to post my most memorable experience with this type of incident.
Never surgically attach yourself to a client. It really alienates you from them, and does little to comfort them in the event they need you pronto, and you're on another "emergency" service call. Providing superior and friendly service will keep them calling you for the days and years to come.
posted by Marcos at Friday, July 14, 2006
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