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Avoid This Trap With Clients
There is a common trap that Computer Technicians can fall into. It happens when the Computer Technician goes onsite to the clients location, removes a virus and gets paid. Then, a week later the clients computer is reinfected with a virus and they expect the technician to come over and remove it free of charge.
Now, if the Computer Technician didn’t do their job correctly the first time, then they should go back and fix it for free. However, often the virus is a new infection and is not related to the first one, yet we are still expected to fix it for free.
The way to avoid this issue (assuming you did your job correctly the first time) is by managing the clients expectations and not speaking in absolutes. Let me explain.
Managing the Clients Expectations
When you install an anti-virus product, many clients believe that it will stop all infections. In fact, some believe that once they have an anti-virus product installed their computer, they should never get a virus again.
You need to manage their expectations with careful wording by saying that an antivirus product will help prevent them from getting infected rather than saying it will prevent them from getting infected.
You will also need to educate them on how they can still get viruses by not being careful with what they download and open. Explain to them that they can get a virus from even their most trusted friends if their computer was infected and the virus sends a copy itself to everyone on their address book.
The client will appreciate that you are showing them how to prevent this sort of thing happening again and its great for you because they will know when they weren’t following your advice. If they know it is their fault then they will understand that they have to pay you again to get it removed. I often have clients call me and say something like this:
“Bryce, Ive done something bad. I opened an attachment from a friend and I think it was a virus”
They will remember that I advised them to be careful with email attachments from friends if it wasnt expected. They know they shouldn’t have done this and now they know that they will have to wear the consequences of having to pay me again.
Talking in Absolutes
Sometimes a client will ask you a question that expects an absolute answer such as:
“So after you do this, there wont be any more problems with the computer?”
As Admiral Ackbar would say “Its a Trap!”. If you answer Yes to this question because you were being lazy or just not listening fully, you inherit all their future computer problems according to them.
Just yesterday, I was explaining to a client that they can use their external hard drive (which they are using for more space) as a backup drive as well. My client asked:
“So if I move all my data to the external hard drive it will be safe?”
I had to clarify that the backup drive also has moving parts and can fail just as easily as the internal one. The point is to have the data in two places so if one fails, the other hard drive still has the information.
I was setup to say “Yes” to this question if I didn’t completely think about it. Imagine what they would think of me when their backup drive fails and they don’t have a copy on their main hard drive? Especially since they did it based off my recommendation.
If something is your fault, make it right and fix their computer for free. If the issue was caused by them, follow the above advice and it should help minimize you getting blamed for it.
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MY partner and I agree to a point. WE do give a 30 day warranty on work. I can count on 1 finger the revisits we have had on Malware clean-ups.
One I don’t drop avg on their pc and call it a day. That’s just asking for a revisit. Despite its FREE so it must be good mentality of many techs I talk to. Its not true. I like to sleep at night. IF you properly did clean-up the chances of a virus reinfection a week later should be slim and none. Especially if you advised them on good preventative behaviors. And you offer good av solutions that actually have a better firewall then windows. I actually have an education piece we
share with the client to prevent these issues.
Its at the start of the visit that you prepare your client for what you are doing and What they can do to prevent issues in the future. And you properly explain that honestly there are so many variations of virii every second of every day that anyone who GUARANTEE anything is blowing smoke up their butt. We do it with humor and they understand. And honestly have only had 1 client out of hundreds who even suggested that they should have never gotten something again. And that client had refused to purchase av from us and went with one of the worst products on the market and we just knew with their habits it was destined that they would get junk in their pc again.
“One I don’t drop avg on their pc and call it a day. That’s just asking for a revisit.”
Of course, thats why I said “assuming you did your job correctly the first time”. If you don’t do your job right you are asking for re-infection and owe it to the customer.
Excellent!
Lisa
This was an excellent reminder, and I have spoken in absolutes, and it has come back to bite me. Thank you for this…
One of the first things I always do is to uninstall AVG and Norton, both cripple the systems, sometimes they are worst than the viruses.
“You will also need to educate them on how they can still get viruses by not being careful with what they download and open. Explain to them that they can get a virus from even their most trusted friends if their computer was infected and the virus sends a copy itself to everyone on their address book.”
Great advice, but it’s easier said than done with a very small handful of clients.
I’m talking about are the ones with the “YOU are the PC guy, I shouldn’t have to deal with it” mentality. There have been multiple occasions where I went above and beyond the call of duty to try and sit down and explain things to someone, but they simply refuse to listen or even try to understand, despite the best of efforts to show them that you are just trying to help. Their arrogance almost blinds them of reason.
Any tips for these types of people?
I’ll sell them a an AV product that I stand behind and put my money where my mouth is.
To properly clean a PC I’m normally on site 2 Hours, that’s 150$ labor+ the AV software I sell them (at a profit).
If re-infection occurs in the same week I would do a free follow-up, after that, it’s time to pay the piper. Normally we’ll also tell them about proper protocol and the proverbial “never open emails from someone you don’t know!” speel.
We’ve had very little problems in 6 years
of doing business. I never would rec’d taking a harsh stance with a client no matter how stupid they sound or arrogant they are (sure to never get a call back plus a bad referral). In all this time I’ve had only 1 client that was a major PIA. In the end, I take off my geek hat and as always sell myself. Being personable takes alot of patience sometimes but normally pays off in the end. People don’t like to look stupid or appear not in control so a little stroking goes along way in this business. They will appreciate you more in the long run.
Our basic policy with infected systems:
Reoccurring infection is not covered under our standard warranty. We cannot guarantee that an infected system can ever be 100% clean, unless Nuked & Paved. Once compromised, a system is ALWAYS suspect and we will not be held accountable should it become reinfected.
We always recommend N&P to be sure. We charge $199 flat for data backup and N&P. And we do not reload their data….we let them assume that risk.
I like a satisfied customer as much as the next guy, but people need to
a) take responsibility for their own actions. I didn’t infect their PC…they did.
b) understand that I am in business for profit and as such, I am going to do what is necessary to solve the problem I’m being paid for. When I get hired to clean up their mess, well, that’s just what I’m going to do but I intend to do what’s best for everybody involved, and not just the most convenient/quickest/cheapest way.
I just recently dealt with this issue…..but I proved to the client that the PC was clean before I gave it back….and the next day….the PC got infected again. I asked what he was doing when he noticed it…he said, “Downloading songs through Kazaa”
and I just simply responded with…..”why did you reinstall Kazaa? That is how you infected in the first place.”
So true. We try to spend some time with every customer that brings a system in for a tune-up or virus/malware removal to educate them as much as possible. Anyone know of a really well written “tips” article that would be a good hand-out to give to clients that they can take with them when they pick their system up?
Like Ray I had the same thing happen yesterday. Got a call back after 2 weeks to find one of the kids had ignored their mothers instructions and reinstalled Limewire. The allure of free music is just to great for some.
“One of the first things I always do is to uninstall AVG and Norton, both cripple the systems, sometimes they are worst than the viruses.”
What AV software do you recommend? I usually recommend Norton 360 mainly because it is a set it and forget it as my customers usually do forget to do their updates.
Excellent Article! It’s like preventive maintenance – anticipating the future and issues before they happen resulting in bigger problems.
“I usually recommend Norton 360 mainly because it is a set it and forget it as my customers usually do forget to do their updates.”
Today’s problem is ‘mostly’ malware, and while Norton 360 says it covers this also, I would argue an adjunct malware/HIPS software as added protection. Sadly many ( not all) of the machines I see with virus issues are loaded with either Norton or AVG.
This is an excellent post. It’s something that most of us have come across and it happens more often than you think. In fact, I recently got a call from a client that a few days after removing a virus from his computer. This time, he clicked one of those ads online that says ‘Click here to scan your computer’, and got infected yet again.
Luckily for me, he told me what had happened, and he was made to pay up again.
Most of the PC that I seen loaded with virus’s either have free AVG or Mcafee. Mcafee is really bad and this is from someone that loved of the web managment features that mcafee asap for small business has.
I’ve been using Norton 2010 (both antivurs and internet editions) lately and haven’t had a problems with them.
If I was to use a free anti-virus I would rather use AVAST then AVG.
yes, but how do you delicately tell a client to STAY OFF THE PORN!! : )
Porn and P2P (limewire, ares,etc)is what a huge percentage of people use the computer for, and out of the corporate customers is what keep this business alive. Then there is no case in convincing clients in the contrary.
I always tell my customers to use some AV, to be careful on the pages that they visit, but also that doesn’t matter what, sooner or later they will get infected again and at that point with a huge smile they should pick up the phone and call me $$$.
You can still do porn safely. Firefox + NoScript +AdBlock and stick to sites with embedded flash video (keep flash updated). Don’t download codecs, video players, toolbars, etc..
well lets have a list of common virus problems you have came across.what you told people how not to get them again?
Very good write-up. Reading this made me come up with my own list of tips to provide to customers.
Thanks!
I’m always very careful with my wording to customer questions because it can bite you in the rear end if your not…live and learn
I tell my customers to expect a virus if they are trying to get free music or videos from a peer to peer site or torrent site, or if they open an email attachment from someone that they do not personally know.
Another major source of spyware and spam emails are the customers that sign up for online coupons and they make you download a spyware program to be able to print coupons off of their website.
As far as AV most of the time I install Avast Free edition on clients machines if they are not using it for commercial purposes. I’ve never had a virus destroy a windows OS with avast on it.
I have heard other skilled technicians that I know say that nod32 and, avira are also good, but I have yet to test them.
As far as Heuristic detection I have been using threatfire.com and it has blocked some suspicious activities.
If a clients computer can handle it I would recommend using both.
Yea, i agree Bryce there are those clients that must be educated a little bit just by telling them what could happen. Good post.
I include a 2 week warranty with my service. Anything longer than that, and it’s almost definitely a new issue. It’s also important to figure out a rock solid virus protection solution that you can setup for your clients before you leave–otherwise you’re just asking for them to open that email attachment again. Personally, I’ve found the combination of sandboxing (or HIPS) software along with a good real-time signature-based anti-virus to be a pretty foolproof combination without bogging the computer down. Usually I recommend MS Security Essentials along with GeSWall (or sandboxie for 64-bit systems).
Very good article about properly explaining malware infections etc. C.Y.A!
As far as free AV software, what about Microsoft Security Essentials? It’s a bit of a resource hog on Windows 7, but it’s fast on XP.
This may be a good freeware suite to install on client’s computers especially if they don’t have any malware protection. Just a thought!
I cover recurring infections in my term of service. Plus I have been burned by recurring viruses because I believed in my product so much that I forgot how the PCs are generally getting virused. That usually comes from the user doing “risky things” on their PC. I talk with them and honestly tell them the truth about how a virus can attack their system and that you can get them from almost anywhere. Doesn’t have to only be porn and Limewire. Anywhere… So I sell them the product instillation fully disclosing the possible risks that still exists online. I make this very clear.
Also, I like to be thorough when getting rid of them. Some AVs have log files that after you clean the PC, you can print off and attach to the work order.
I have been using and trying an AV/IS called Comodo Internet Security Free edition and so far I really like it. I think it’s a great option for those who are tired of the usual free options. Of course, they have their non free versions but the free IS they offer is pretty thorough! I usually recommend they buy Malwarebytes and have it running WITH the AV/IS as well. Using the both together has been the best option for keeping the bad stuff off but as we all know…nothing is 100% bulletproof! Great feedback from everyone! I really appreciate all the combined knowledge on this site. I also think having something to hand out to the customers giving them reminders and info to keep in mind when using the internet is a good idea. More than likely they’ll forget most of it anyway and be calling again and again! That’s why this is such a great field to be in! So many rely on their computers and even if they don’t have the money…they’ll usually find it somewhere so they can get back to their porn…or whatever else is important to them!