Actually there was a backup in place at that time. It was no skin off our knees because the backup was already in operation. So having both drives dump like that meant nothing to me other than ordering some more parts.
Many of my customers are willing to pay the after-hour fees if it means come tomorrow morning all is well again and they are ready to go full blast. It's about gaining the confidence of our customers. There are many times that they call complaining we did or did not do something, completely upset over something that is neither our faults or theirs. After explaining the situation, they are calm, and receptive to it. It all comes down to talking to them like equals and with respect. Never down or like they are ignorant. Lord knows when my accountant speaks, I pull a Homer Simpson cause I have no clue what he is saying (nor do I fully care) because his job his to tell me what I need to do, not about how tax law XYZ is written and how it should relate to me in tax law speech. Give it to me straight. I have to pay the tax man for gross earnings, GOT IT!!! I understand that.
Customers who come to me after having a "pizza tech", or even a big time competitor of mine, are coming to me because I've demonstrated integrity, honesty, respect and a no-BS mentality towards my clients. That's right...no BS. I've told clients many of a times "I'm not going to fix it, I'm going to replace it. It's cheaper, it's easier, and it will be quicker", or "I'm not going to do that for ethical/morale/legal reasons". They like the fact that I tell them whats up. So when they come to me, and say "well X said we don't need a backup caues we have RAID (enter number here)", I tell them "You fired X and hired me. Which means something happened where you can't trust them. I'm telling you that you need a BDR in place". They listen, and they get on board. This is all about separating the average customer from the "lets do this right and give us an honest image" customer. I have a client whose in the CPA line of work that advertises the fact they have a strong firewall, a RAID in place, and tough security, encryption, BDR, etc...and I put it all in place. He's gotten a lot more bigger clients because of that.
what I'm saying here is that you need to take control of your customers, and get them to see the right path and what needs to be done and be done correctly.
