Referral = a PITA client

[Archon Prime]

Ugh....I need to let this out so others can feel the pain.

So this guy in town, who does computer stuff on the side, who is also my realtor for a new house we are looking at for the spring time and will be selling our house etc had a "client" that he called me about seeing if I could assist her with Skype... sure why not.

So I go over there on Monday last week. Get her going on skype so she can talk to her mother from a home, yadda yadda. Done. Then the REAL reason she wanted me there...

She is also a great candidate for a tinfoil hat at this point in time after hearing the story:

She's in an apartment building
Her: "shhhh don't want to talk to loud about this, we have thin walls"
Me: "Okay..."
Her: "So a month ago someone came into my apartment, took some of my Discs, USB drives, and took the hard drive out of my old computer (points at it in the corner among all the junk laying around). I'm sure it's an inside job since there was no breaking and entering anywhere."
Me: "Okay, so that's not good. Did you contact the police?"

She went on about talking to certain people and calling different security companies, and they don't want to install loud alarms, etc in an apartment building yadda yadda. So long story short, I asked the stupid question of:
Me: "So what would you like from me at this point?"
Her: "I want to get a cloud camera setup in this room (living room) and have it face the door. "
Me: "Okay, easy enough. Have you looked at the Nest Indoor Camera?"
Her: "Yes that is what [the other tech] recommended as well and I like the look of it."
Me: "Cool, so we need to ensure your internet upload is good enough to support this live stream to the Nest server. I also noticed that you don't have a tablet or smart phone (has a flip phone). You will need either one of those, or you can use the computer to check on the recorded video at home.net.com"

So she wanted to get a new phone, but refurbed, wanted to look at internet upgrades for her and to even call Bell for her. I'm not doing that. I'm not dealing with Bell nor anything for that matter. Dealing with them is like cutting your wrists. I said I'd call around to some stores for her to see about refurbished iphones or something but for Bell, she's going to need to talk to them about it. I jotted down everything she needed to know about what service plan she needed 25/10. The problem is, She's allegedly on the 15/5 plan... there is no way in hell she's on that because I ran a speed test on site and it was 4/0.760.

I told her it looks like you are on standard DSL 6/800 plan, if that. I can qualify the address on the bell network (cause i'm cool like that) and she can get 25/16 no problem.

Called her with info on phones, on Tuesday afternoon. Gave her additional information for the internet stuff she needs, etc.

She calls again on Tuesday afternoon, asking me to call Bell. Told her I'm not doing that. It's her account and I'm not going to liable for any changes on the account. I gave her more info as to what she needed to ask/tell them about her service changes.

Calls again on Wednesday morning, doesn't leave a VM. Okay. calls on Thursday, asks me what she should be doing with her internet stuff as well as getting a phone. I reiterate what we talked about 2 days ago.

Calls again Saturday morning when I'm out, can't get it, doesn't leave a VM. Not going to call back since I'm flooded for the day. Haven't heard anything YET.

At this point. I'm hoping she doesn't bother calling back. I did my due diligence for this person and she has all the info she needs. I told her if she needs assistance setting up the camera, sure. I'll do that no problem but she needs to deal with what she needs herself.

I'm getting tired of high maintenance customers. And I'm going to yell at this guy for pawning this woman off on me, cause he knew damn well she's nutty and needy. lol

This story doesn't really give all the details since it's TL;DR material, but I think you get the gist of it.

 

[sapphirescales]

All you have to do to get rid of clients like these (or make dealing with them worth your time) is charge them out the a$$. If she wanted me to sit on the phone WITH her while she calls her ISP, sure I'll do that...for $300. She wants me to do all the research for her on what phone she should buy...that's another $300.

I had one guy that was so freaking annoying that I told him that I'll support him at $500/hour. $100 per phone call minimum. He'd call at LEAST 20 times per day with stupid questions. Once he was paying a minimum of $100 per phone call, he called maybe once or twice a week. LOL. I guess those questions weren't that urgent that he had to make my life hell by calling me every 10 minutes.

In the end it cost him about $700 or $800 in phone support before he either got what he wanted or just gave up. Either way I haven't heard from him in years and I hope never to again. That is, unless he wants to pay the $100 minimum phone call charge. LOL.

 

[nerd2u]

Was going to say the exact same thing once they sign a form stating I am allowed to act of their behalf with the ISP and sign off on what they want me to change I will gladly listen to the horrible bell hold music for house while running up a bill.

I usually tell them I need a retainer up front because clients like this are famous for not wanting to pay.

Sent from my SM-G870W using Tapatalk

 

[Krynn72]

I've just ghosted people like this. Probably not the most professional way of dealing with it, but it has worked every time lol.

 

[lan101]

I've just ghosted people like this. Probably not the most professional way of dealing with it, but it has worked every time lol.

I think that or pre paid outrageously high prices is the only way lol.

 

[Diggs]

I won't sit on the phone waiting for Bell/Charter/US Cellular/etc. for a customer. That part is their responsibility. I don't have the patience.

 

[Archon Prime]

UPDATE: So I got a voicemail from her and I called her back. She was able to get the internet fixed up. I had her run a speed test and it was 12.32/6.30 so that's fine. One thing off the list. Then I told her she just needs the smart phone of her choosing and grab the nest cam and I'll set it all up for her and get it functioning. I'm too much of a damn softy. I tried to drop her, it wasn't going very well. It's important for her to get this done so I'll stick with it.

 

[Markverhyden]

I've had several who are very needy and certainly thought about cutting them loose. But I ended up just charging accordingly, meaning high, I got paid and they seemed to have calmed down. Or adjusted their meds.

 

[TECCS]

I change the rate i would do the work for to something that would either have them not want you or you would be ok doing the work for. if you really don't want them again charge double what you usually would and say your booked up for the next month. be polite etc. then they can't leave a bad review

 

[GTP]

I have no problem getting on the phone with an ISP for a client. Did one on Friday with a signup to TPG, home phone, internet and mobile phone. I charge my usual rate per hour and people are happy to pay especially since they get confused with " the gigabytes and megabytes" etc!
They appreciate someone who knows what all the nomenclature means and get them what they need - not what the ISP tries to force them to accept.
When clients don't understand they just go for the lowest price. That isn't always the best option - especially when they find out their 12Mbps connection the ISP said they would get is only around 5~7 and they are trying to stream Netflix to 3 TV's.

 

[coffee]

It never fails, Clients pay me good money to sit down with their bill in hand and work out their problems with ISP's. Its good money and easy. Just sit there and chat with support

 

[nerd2u]

It never fails, Clients pay me good money to sit down with their bill in hand and work out their problems with ISP's. Its good money and easy. Just sit there and chat with support

You mean sit on hold for an hour to talk to someone, then wait on hold while they transfer you to the wrong department, then speak to the wrong department to be put on hold while they transfer you to the correct department.

Then get disconnected and have to start over, hear several times about how important your call is but not so important they will hire more call staff.

Then finally get to talking to someone for them to tell you that they need it in writing and to send an email.

There you go I fixed it for you.

Sent from my SM-G870W using Tapatalk

 

[Larry Sabo]

Since such customers can't fix their own problem, why not help them if they are willing to pay your on-site, hourly rate? I just did one yesterday for a 79 y.o. client and he was very grateful for my assistance and happy to pay me for it. Unless you are flooded with other more rewarding and pleasant jobs, just do it.

 

[glricht]

Since such customers can't fix their own problem, why not help them if they are willing to pay your on-site, hourly rate?

Totally agree. We're onsite only and charge by the hour. We'll do (almost) anything the customer wants as long as they pay for our time. I love talking to ISPs (and other such support people) since we can usually cut through the BS and communicate better than the average person. Customers love our help.

 

[GTP]

You mean sit on hold for an hour to talk to someone, then wait on hold while they transfer you to the wrong department, then speak to the wrong department to be put on hold while they transfer you to the correct department.

Then get disconnected and have to start over, hear several times about how important your call is but not so important they will hire more call staff.

Then finally get to talking to someone for them to tell you that they need it in writing and to send an email.

There you go I fixed it for you.

Sent from my SM-G870W using Tapatalk

Yes, while ever the client pays me for doing it why not? It's easy money in my book.

 

[nerd2u]

I'm not disagreeing with it I'm just saying that's usually how it goes for our ISPs here, it's never a quick process.

I do agree with being able to have quicker and easier conversations with the ISP.

Most times once they realize they are talking to another tech you don't have to deal with all the BS.

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[sapphirescales]

You mean sit on hold for an hour to talk to someone, then wait on hold while they transfer you to the wrong department, then speak to the wrong department to be put on hold while they transfer you to the correct department.

Then get disconnected and have to start over, hear several times about how important your call is but not so important they will hire more call staff.

Then finally get to talking to someone for them to tell you that they need it in writing and to send an email.

There you go I fixed it for you.

Sent from my SM-G870W using Tapatalk

Yup. I don't have the patience for that sh*t. That's why if they want me to do it, they're going to pay BIG TIME. I'll tell them what service to ask for, but if they want me to sit there and talk with "John" from India then they're going to be paying me hundreds of $$$'s.

 

[GTP]

I really couldn't justify charging "hundreds of dollars" for simply speaking to an ISP. It's all part of the service and only takes a short while to get things setup/sorted.
I wouldn't want a reputation as a rip off merchant.

 

[sapphirescales]

I really couldn't justify charging "hundreds of dollars" for simply speaking to an ISP. It's all part of the service and only takes a short while to get things setup/sorted.
I wouldn't want a reputation as a rip off merchant.

It's obviously better in Australia than it is in the States. @nerd2u isn't exaggerating when it comes to dealing with Comcast (or any other ISP really). It's HOURS of BS and I've got better things to do. If my client wants me to do that and is willing to pay me, that's fine. But I'll only do it for $300 minimum. They don't want to mess with it because it's a very painful experience, so if they want me to experience the pain instead, they have to pay big bucks for the convenience.

 

[GTP]

Fair enough.
The biggest [issue] we face here now is the barrage of legal BS that must be listened to and agreed to before you can proceed.
This has come about because of the ACCC and TIO warning and fining telco's for being deliberately misleading, deceptive and downright sneaky with terms and conditions and overstating speeds to entice users to sign up for faster (and more costly plans) - then not delivering the stated speeds.
But I don't mind. I get paid my hourly rate, so I just put the phone on speaker and let the client listen.
Normally takes about an hour to get someone signed up.