16k_zx81
Well-Known Member
- Reaction score
- 54
- Location
- South Australia
I have a long-standing customer, whom I have just come back from an onsite call to.
While on site, I finally managed to get him to sign up to a cloud-based backup system (Mozy).
As I was driving home, I was thinking about all the small steps that have occurred with him since I started doing his onsite calls, and I think he's getting pretty close to a perfect setup IMO
And this got me to thinking, I have a picture in my mind that Im aiming for with long term customers. This is what I consider to be an 'ideal setup' for a home user. Its the benchmark Im referring to when Im assisting them, and the closer I can get them to this, the better I feel I have done my job.
The setup looks something like this:
So that's my idea of a well-set up customer.
Whats yours?
While on site, I finally managed to get him to sign up to a cloud-based backup system (Mozy).
As I was driving home, I was thinking about all the small steps that have occurred with him since I started doing his onsite calls, and I think he's getting pretty close to a perfect setup IMO
And this got me to thinking, I have a picture in my mind that Im aiming for with long term customers. This is what I consider to be an 'ideal setup' for a home user. Its the benchmark Im referring to when Im assisting them, and the closer I can get them to this, the better I feel I have done my job.
The setup looks something like this:
1. an automated local backup system. In the case of a single computer, this is an external hard drive, or a second drive in the computer itself. I use Karen's Replicator, but the important thing is that their backups arent left to vagaries of memory.
2. a cloud-based backup in addition to the local backup.
3. a decent commercial AV. My personal preference is Kaspersky, because Ive never had any issues with it and its detection rates are consistently good. The price is good too... But not a system like Norton 360, or Mcafee, or Trend Micro, which will probably cause more problems for them that they're likely to solve.
4. a web-based email account, like gmail. This gives them a 'permanent' email address, so they dont feel committed to stay with crappy overpriced or poorly serviced ISPs. (How many customers have you seen stick with a crappy ISP because they dont want to redirect, and want to keep the email address they've 'always had'). This gives them a permanent record of their emails, which they can access without getting technical about restoring backups. It just works and is always there...
5. If nothing else is current in their computer, the Hard Disk is not some ancient fossil thats about to keel over. Hard disks are cheap and easy to replace. Data loss is expensive and difficult (not so important with customers that have a proper backup system, but critical to those who dont IMO). If the hard drive is ancient I recommend they either get backup or replace it while they still have the choice.
6. (less crucial) a decent -sized LCD screen. Most customers dont seem to realise how cheap current 23-24" screens are and love the bigger size once they upgrade.
7. A copy of the remote software I use installed on their machine, so that I can log in and give them a hand without the time and expense (to them) of a service call.
8. Not using a USB dongle for their internet access. I dont know about other countries but here in Oz USB is overpriced, slow, and unreliable. It seems that some customers think this is an easy way to get online. It is, but not without disadvantages to them. Preferably wired or N.
9. Current image of HDD, or at least a HDD image of a new install with all their software / printers, etc set up and working.
10. Cabling checked and tidied. I lose count of how many home users Ive seen running their computer gear from a 4-point multi-point with double-point coupled onto double point, and all the cables spilled all over where their feet sit. If they are interested, I try to get a decent 10-point in their with a surge protector, screw it to the base of the desk, and cable-tie (velcro) everything up out of the way.
Dont get me wrong, Im not prescriptive with anything above. The thing I most commonly mention to people is backing up properly. Once they trust me I will suggest more things if I see they need them, and up to them if they go with the idea or not. 2. a cloud-based backup in addition to the local backup.
3. a decent commercial AV. My personal preference is Kaspersky, because Ive never had any issues with it and its detection rates are consistently good. The price is good too... But not a system like Norton 360, or Mcafee, or Trend Micro, which will probably cause more problems for them that they're likely to solve.
4. a web-based email account, like gmail. This gives them a 'permanent' email address, so they dont feel committed to stay with crappy overpriced or poorly serviced ISPs. (How many customers have you seen stick with a crappy ISP because they dont want to redirect, and want to keep the email address they've 'always had'). This gives them a permanent record of their emails, which they can access without getting technical about restoring backups. It just works and is always there...
5. If nothing else is current in their computer, the Hard Disk is not some ancient fossil thats about to keel over. Hard disks are cheap and easy to replace. Data loss is expensive and difficult (not so important with customers that have a proper backup system, but critical to those who dont IMO). If the hard drive is ancient I recommend they either get backup or replace it while they still have the choice.
6. (less crucial) a decent -sized LCD screen. Most customers dont seem to realise how cheap current 23-24" screens are and love the bigger size once they upgrade.
7. A copy of the remote software I use installed on their machine, so that I can log in and give them a hand without the time and expense (to them) of a service call.
8. Not using a USB dongle for their internet access. I dont know about other countries but here in Oz USB is overpriced, slow, and unreliable. It seems that some customers think this is an easy way to get online. It is, but not without disadvantages to them. Preferably wired or N.
9. Current image of HDD, or at least a HDD image of a new install with all their software / printers, etc set up and working.
10. Cabling checked and tidied. I lose count of how many home users Ive seen running their computer gear from a 4-point multi-point with double-point coupled onto double point, and all the cables spilled all over where their feet sit. If they are interested, I try to get a decent 10-point in their with a surge protector, screw it to the base of the desk, and cable-tie (velcro) everything up out of the way.
So that's my idea of a well-set up customer.
Whats yours?
Last edited:
), dialogue with clients has been my career for the 20+ years. Talking about smoke in the other post I'm a non smoker as is the rest of my family but I couldn't believe the stink that came out of a laptop I had in the workshop recently. I worked on it a couple of days biut it was continually spewing out this stink and yet outside it was immaculate
