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PC Techs?

Nocturnal

Nocturnal

Lifer
Do you spend time with people who come into your store and just starts asking questions and have NO intention on having you fix their computer? Basically what I'm saying is they want the advice for free because they think they can fix it themselves and they don't know what to do but are hoping they will get help for free.

I do understand they could potentially recommend clients.

But say they take up two hours of your time trying to get answers out of you in order to fix their computer. What do you do? Oblige or say you have things to do?

And they ask questions like:

What is spyware? Can you tell me specifically what spyware is down to the deepest detail?

What is a hard drive?

What is hard drive corruption?

I heard about these viruses that are out right now affecting Windows machines, what are they and how do I prevent them?

Then when you mention a hard drive's boot sector, "What is a boot sector?"
 
I always help people. Usually if they try to do something themselves, they screw it up and have to bring it in anyway.

Two hours is too much time. I would find a way to get them out of the store before then.

I also tend to give general advice without actually telling them how to fix things - and sometimes I'll just say...well I'm not sure without looking at it myself so bring it on in.
 
I am not PC Tech but really, who has the time to talk to someone for two hours? I am sure they have PCs to work on and don't have the luxery of shooting the breeze with passers by.
 
Well unfortunately there is some guy who comes by and talks to whoever is available for at least an hour and a half. We've attempted to say to just "bring it in" and unfortunately it doesn't work.
 
all the time on the phone and in store. i give them maybe 5 minutes MAX. its often time quite annoying since they are taking you away from actual productive work. usually just tell them that its very hard to explain but if they bring it in we can check it out and take care of it for them.
 
Originally posted by: Nocturnal
Well unfortunately there is some guy who comes by and talks to whoever is available for at least an hour and a half. We've attempted to say to just "bring it in" and unfortunately it doesn't work.
Click to expand...

At that point I would just politely remind him that you have work to do from paying customers.

Tell him you're happy to talk with him, but if he wants to take that much of your time then you are going to have to charge him for it because it's time that other customers are paying for you to fix their computers.
 
You are the problem, not the customer. You need to learn how to guide the conversation. Example:

Customer: "What is Spyware?"

Tech: "Spyware is a malicious app that eats up resources....we sell xyz product for $xx.xx to help you with that problem."

Always lead the customer in to what you can do for them and how much it will cost. Just present it in a nice way. One of two things will happen, you'll either get a customer out of the deal, or they'll get the idea and leave without having felt like you insulted them or cut them off.

That's not to say you don't get the customer every now and then that just doesn't get it. I have one guy that consistantly abused my techs by coming in, never buying anything, and just asking question after question. We'd stand there with him in awkward silence and he still wouldn't take a hint. I finally came out and told him that as manager I could offer him a special deal where when he wants to come in next time with questions I could have a tech sit down with him and answer them at the "special" rate of $85.

He hasn't been back yet 😉
 
well... ask him what he does for a living then ask him a crap load of questions about what he does and how it works... give em a taste of his own medicine

Or you could just say... I have to get back to work and let others know to tell him the same.
Damn leechers...
 
Originally posted by: OdiN
Originally posted by: Nocturnal
Well unfortunately there is some guy who comes by and talks to whoever is available for at least an hour and a half. We've attempted to say to just "bring it in" and unfortunately it doesn't work.
Click to expand...

At that point I would just politely remind him that you have work to do from paying customers.

Tell him you're happy to talk with him, but if he wants to take that much of your time then you are going to have to charge him for it because it's time that other customers are paying for you to fix their computers.
Click to expand...

Thanks man!
 
Originally posted by: Nocturnal
Originally posted by: OdiN
Originally posted by: Nocturnal
Well unfortunately there is some guy who comes by and talks to whoever is available for at least an hour and a half. We've attempted to say to just "bring it in" and unfortunately it doesn't work.
Click to expand...

At that point I would just politely remind him that you have work to do from paying customers.

Tell him you're happy to talk with him, but if he wants to take that much of your time then you are going to have to charge him for it because it's time that other customers are paying for you to fix their computers.
Click to expand...

Thanks man!
Click to expand...

NP. Most people understand. If it's just a 10-15 minute thing once and awhile it's not that bad. But I've dealt with these types...I know they can be annoying.
 
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