Client may be using pirated AV software - how to approach to sell legit version

[16k_zx81]

I would definitely tackle it with them

I dont really see too much complexity.... just tell them what you think you're seeing - (I have not seen this type of activation before and just wanted to check in with you about the application, as it may not be doing its job properly) - get them to advise you about the "activation status".

Advise them that you think this install may pose "security risks" and if they need more info, flesh this out with them. Just a simple statement of the facts of the risk.

Theres no need to mention the word "piracy" or "illegal" ... or any of that sort of approach. As has already been mentioned, its not a lecture or a value-judgement - just a question and answer by both parties to arrive at the best solution for their needs.

In this instance this is not difficult to establish, as the facts are that they will likely have inferior and high-risk security if the product is not legit.

Jim

 

[DocGreen]

...To me..that's a bottom feeder client...I don't want to cultivate that type of client base.

Is their money pirated? The way I see it, cash is king. As long as they're willing to pay, I'm more than happy to have them as a customer. I don't care if they can afford a $600 software or not... as long as they can afford ME, that's as far as my concern goes. I'm not here to judge my customers or define them by social status.

 

[YeOldeStonecat]

Is their money pirated? The way I see it, cash is king. As long as they're willing to pay, I'm more than happy to have them as a customer. I don't care if they can afford a $600 software or not... as long as they can afford ME, that's as far as my concern goes. I'm not here to judge my customers or define them by social status.

Experience has shown me, over time....over and over and over.....that these types of clients will be headaches.

They will insist of taking shortcuts for everything...they will insist on never upgrading, never doing the recommended best practices that you want to implement. They will prefer to keep that office full of network cables hanging down walls and across floors and plugged into old hubs and slow switches that are daisy chained around the floor under desks...instead of good ethernet wiring jobs with patch panels and wall plates and a good central switch. They're insist on clinging onto those old hyper-thread home grown clone computers with inadequate memory. When one totally dies they'll run out to best buy and get some AMD or celeron based 499 dollar home grade special and tell you to network it. They'll be late payers.....taking forever to pay invoices. Yet they'll frequently call with emergencies (since they insist you can never upgrade all their stuff properly) and expect you to get there right away...trying to pull you away from other better clients that you're at.

Yup...experience has shown me too many times over the years...that you should spot this type of client..and learn to avoid a future filled with headaches..and walk away now. I'll give them the benefit of the doubt up front...I will immediately try to engage them in a "phasing in" program to go legit...but if I see an avoidance of doing that...I'm gone. I am busy enough to be picky and not need time wasters.

 

[DocGreen]

Experience has shown me, over time....over and over and over.....that these types of clients will be headaches.

With all due respect, it sounds like your experience is limited to mostly business clients. I wasn't really talking about business clients using pirated software because I honestly expect more out of them. Even my most shady of business clients (who are frighteningly similar to what you just described) don't use pirated software. But even if they did... so long as I was never expected to help them with it, I wouldn't get hung up on it. I'd point it out, explain the ramifications, give them options to remedy the problem, and if they still refused... well... you can lead a horse to water.

That being said, if the pirated software were something that did affect my ability to provide quality service I would insist on getting rid of it.

 

[YeOldeStonecat]

With all due respect, it sounds like your experience is limited to mostly business clients. I wasn't really talking about business clients using pirated software because I honestly expect more out of them.
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"limited" is not the correct word.....I've had extensive experience with home users in the past...and I've intentionally selected to focus and groom my client base to where much more money is...businesses.

Many other posters in this thread are talking about businesses also.

It's unclear as to if the OP was referring to a business client, or a residential client. But in the end...home, or business....I still prefer to keep the bar raised a little bit as far as my standards.

 

[RegEdit]

Why do you care? Is it your job to police your customers and enforce anti-piracy laws?
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THIS!
It is not our job to play "police officer". I recommend Security Essentials anyway.

 

[rjframe]

Why do you care? Is it your job to police your customers and enforce anti-piracy laws?

If one of your customers sees another customer stealing from you, do you want them to remain silent? Especially considering this is an income-generating opportunity for us, I don't understand not saying anything.

Many times the client doesn't know it's illegal software -- a friend or competitor loaded it for them. About half the time, once you tell them, they want to fix it (for most of my clients, spending $60 a year to do the right thing is nothing). I try to sell AV -- if they refuse, I give the choice of MSE or they can go to someone else. For Windows, I can either sell a legal license or roll back to the OEM installation -- either way I make money and the client (who again, generally doesn't know it was illegal) is happy.

 

[DocGreen]

If one of your customers sees another customer stealing from you, do you want them to remain silent? Especially considering this is an income-generating opportunity for us, I don't understand not saying anything.

Many times the client doesn't know it's illegal software -- a friend or competitor loaded it for them...

I agree here, and I would always let the customer know if I found pirated software on their machine, and give them options. I'm not going to service their pirated software. I wouldn't, however, force them to change it. That's not my job.