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Thursday, June 9, 2011

Help!

We love our customers.

But we need some help with a problem being presented by some of our customers.

We are often inundated with phone calls from customers who have checked their computer in for service. 

This week, we've had more than 7 different customers call, at least once (some more often), between Monday and Wednesday about computers that were brought in for service on Monday.

One called about 4 hours after checking in their computer.  And again the next day.  And again the next day.

One called less than 48 hours after checking in their computer.  You need to know that the problem was an intermittent blue screen. The customer stated at check-in that the computer can sometimes run for 8 hours or more before the blue screen occurs.  It was checked in within the last 30 minutes of business on Monday.  It was at the end of the Monday lineup (which tends to be significant).

One came in for a virus cleanup (and has been here many times before for the same reason).  The husband dropped it off.  The wife called the next day.  Even though we've ALWAYS told our customers that a virus cleanup will take 2-3 days.  The husband called the next morning.  The husband called AGAIN that afternoon.

We always tell the customer when the system is checked in for service that we will call them.  Even if they've been here a dozen times over the last 5 years, we tell them we will call them.  This approach is not working.  And everyone's patience is getting a little worn.  We're not getting computers serviced in the amount of time it should take because we're spending so much time answering calls about when the system will be ready.  The customers are frustrated because their computers aren't done.

So when they call to check on their computer, how can we tell them that their phone call is only putting their system repair further behind without offending them?  If it were you, how would you like to hear it?

2 comments:

  1. I'd almost make them listen to a menu first. You know, a message saying if you dropped off your computer Monday, it will be ready Wednesday (or whatever). That might shake away some. I'd also put this on your FB page only written more as a letter to customers. You might also include a small printed version when people drop off their computers (I'm guessing you give them a receipt?) It's not going to eliminate all your calls because people are so dependent on their computers now for so many facets of their lives. But it is a good way to get the word out without having to tell people directly that they are causing a problem.

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  2. I love the idea of a menu. I remember a job I had that we had a phone system that directed calls. It was expensive. I might have to skip that. But putting it on the FB page and perhaps on the actual business website, plus writing up something to hand them when they check in their computer (or adding it to the work order~that they probably don't read...). Perhaps we can tactfully word a sign for the wall. Thanks for the input!

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