[TIP] Red flags to watch out for

[TAPtech]

I don't want to begin my rant about dumping this client. It's my second dump since I've been in business (since 2012), both of which have happened within 6 months of each other, and this one could have been completely avoided if I'd only acted on the red flags. @Bryce W maybe it would be a good idea to create a "Red Flags" article?

So, here's my list. Please feel free to contribute.

Red Flags to look out for when interviewing a new client:

• They're immediately asking about price, and use it to lead the conversation.
  • Price is a normal part of the discussion, but it shouldn't be the only part.
• They are leaving another service provider and nothing good to say about them.
  • This isn't always a bad thing. Maybe the other provider stinks, or is just a bad match. I've gotten to know a couple of the bad apples nearby and am understanding if they are mentioned. Either way, they're leaving for a reason. You'd be wise to think about why they are moving on.
• They are constantly claiming they just need a "simple set up." This is the mark of someone who doesn't quite understand or appreciate the complexity or requirements of their own business. Yes, they may be using something overly complicated already, but that hasn't been my experience. They won't give a darn about compliance and will blame it all on you.
• They try to lure you with claims of future growth. I get this one all the time. Never give a price based on future expansion, but by all means make it clear that you can accommodate it. For some reason there are sales guys that think this is a good way to get you to lower your rates.
• Cheap hardware. Some just don't know any better, others do not see the value in their equipment and are more concerned about saving a buck.
• Bootleg software. If you see Office 2010 Pro Plus on a computer, it's probably an invalid key.
• They mention that they've been "ripped off." They may have been, or they may just not value IT.

Please feel free to add or critique! It's tough for a lot of us to be selective as we need to take whatever we can get, but often it just isn't worth it. Sometimes 50% of your workload can come from 10% of your income. The easiest way to ditch a bad client is to never take them on in the first place.

 

[HFultzjr]

My next door neighbor's whiz kid son says I need to.............................................

 

[TAPtech]

My next door neighbor's whiz kid son says I need to.............................................

I'm all for helping out a young buck learn new things. The first client I had to let go, though, well there was the whiz kid. It was only a problem when he would weigh in on the "overpriced hardware" or that the server was a rip off or some such nonsense. I think they just don't know any better. Those home built systems are fun, but when it comes to business risk and ROI/TCO they are not cheap!

 

[HFultzjr]

I'm all for helping out a young buck learn new things. The first client I had to let go, though, well there was the whiz kid. It was only a problem when he would weigh in on the "overpriced hardware" or that the server was a rip off or some such nonsense. I think they just don't know any better. Those home built systems are fun, but when it comes to business risk and ROI/TCO they are not cheap!

Yeah, or when they say things like "he said I need a bigger hard drive, cause it will be faster. Or, my hard drive is almost full, how much more memory should I get....................LOL. Things like that, I usually say I'll check your system and make some recommendations. If they insist on doing what "Whiz Kid" says, I try to run away, because no matter what you do "Whiz Kid" will tell them "he should have...blah...blah". Please let the "Wiz Kid" do it for you...............LOL!

 

[seashore]

"I know absolutely nothing about computers, but I'm absolutely sure you'll be able to fix it in 5 minutes."

 

[Porthos]

The other shop gave me Office, Why cant you?

 

[TAPtech]

The other shop gave me Office, Why cant you?

Bootleg software is definitely something to look out for, but I've found half the time the client is completely unaware the license is no good. Last tech was a bit nefarious, or maybe they brought the PC in from home and the teenage kid was responsible. Who knows.

 

[JoeTech]

"I know absolutely nothing about computers, but I'm absolutely sure you'll be able to fix it in 5 minutes."

All you have to do is press a few buttons, I don't see why it should take more then 5 minutes or have to pay for it.

 

[Abramsgunner]

My next door neighbor's whiz kid son says I need to.............................................

LOL.... I've got a couple of those as well. Son comes home from wherever he works/lives and rearranges everthing. A week or two later i get a call to fix some new issue.. no notes, no keys, no media, no clues from the local users. It's always a treat.

 

[Porthos]

All you have to do is press a few buttons, I don't see why it should take more then 5 minutes or have to pay for it.

Me- Do you know which buttons to push?
Customer- No.
Me- It took me longer than 5 minutes to know how to do it in 5 min.
Customer- But why does it cost so much for 5 minutes of work?
Me- Because I did not learn it for free and it costs a lots of reoccurring costs for me to be availiable to come here and fix this issue so quickly.

 

[Abramsgunner]

I had a doctor call once with an issue... he had an error message on his screen, so I asked him to read it to me.

He tells me the error message, but in my mind, it doesn't sound like a Windows message, so I ask him to read it to me again, word for word.

He tells me the error message again, but I could tell he was paraphrasing. I tell him I need the exact error and ask him again to read it too me word for word.

Again, he reads the message and is paraphrasing... so again, this time a little more forcefully, I ask him to read the message word for word.

I'll be damned if he didn't paraphrase again (each time speaking a little slower or louded...lol)...

I finally just told him I'd have to come look at it...

Reapeat after me... "Help me help you!" *grin

 

[JoeTech]

Me- Do you know which buttons to push?
Customer- No.
Me- It took me longer than 5 minutes to know how to do it in 5 min.
Customer- But why does it cost so much for 5 minutes of work?
Me- Because I did not learn it for free and it costs a lots of reoccurring costs for me to be availiable to come here and fix this issue so quickly.

It’s an even bigger red flag when you tell them this and they say “that doesn’t matter it still only took you a few minutes”

 

[GTP]

Client calls in a panic, says "you must come now!" So you drop everything and go. You drive 20 minutes through peak hour traffic to the shop and sit down to see what the issue is.
They've had trouble opening Outlook or a browser or some other software so they've clicked it 155 times "and it wont open!"
You crank open task manager kill all the processes, open the program and tell them your fee.
They look at you with deer in the headlights eyes and ask why it cost XX for only a couple of minutes work!