How to Manage Difficult Clients While Onsite

When you go onsite to do computer repair work, actually fixing the computer is only half of the job because also need to manage the client.

In this article I have listed a few types of clients I occasionally come across and how you can manage them.

Clients who ask too many questions

I am sure all of us have had a client that asks too many questions at some point in their career. While this can be annoying when you are trying to work, you can turn it around into a brilliant sales tool. I personally believe that we as computer technicians are not only “the guy that fixes computers”, but educators and consultants as well. The client is usually asking questions for a reason so try to find out why they are asking these questions and see if there some way you can help them with it.

For example, if a client was asking me how computers get viruses, I would tell them that many ways a computer can get a virus but some of the most common ways to get a virus are through applications like Limewire or fake antivirus messages that pop up when you visit a website.

So, that answers their question but we now need to figure out why they were asking it in the first place. In most cases they are asking this question because they have already been infected in the past and want to know how they can avoid it in the future. If they haven’t got an antivirus solution already, this is a great time to recommend one. You can help alleviate their fears of getting a virus and possibly make a sale.

Clients that talk too much

There are two good ways deal with a client that talks too much and which once you choose depends on how you are charging. If you are on a fixed rate basis, some technicians will come right out and tell the client that they need to concentrate.

If you are on an pricing structure where you charge for your time or you feel uncomfortable telling them that you need to concentrate, you can stop working and give them 100% of their attention while they talk. This will show them you care but client will soon realize that you are not working because you are listening to them and if they want to keep the price down, they will let you get back to what you were doing.

Clients who ask for more than time allows

Sometimes a client will call you onsite to do a relatively small job that shouldn’t take much more than an hour and you have organized your day around this.
Once onsite, the client will keeps asking you to do extra tasks that will take more time than you have. Instead of being late for your next appointment which is a huge no-no in this business, tell them that you would love to help them with their other problem, but unfortunately you will have to schedule it for another time because you have another appointment soon.
This shows that you care and want to help them, but simply don’t have the time to do it now.

Clients who don’t trust Computer Technicians

This one is often a tough one to deal with because they question your every move. I find the best way to deal with this is to always keep them in the loop and explain what you are doing and why you are doing it for their benefit.

For example, if you were called onsite to remove a virus you could say something like “I am going to install this antivirus to help you protect your computer from viruses. Prevention is the best way to deal with them and it will save you money in the future”.

If they feel you are looking out for them, they are much more likely to change their attitudes and know they can trust you.