Had an interesting discussion last night with S.O. about whether a customer with no computer knowledge at all, is a good or a bad thing. I took a call from one of mine, he couldn't get into his email. When I asked how he used to get into email on Windows, he said he had no idea:
Customer: "I just used to click it and it would open"
Me: "Click what?"
Customer: "My email"
Me: "Was it in your browser?"
Customer: "I don't know"
etc. etc.
I think that having customers like these at the start of the business is probably a good thing. I get so used to just making assumptions about people's computer literacy that I need a customer to keep me in check. This is also perhaps something for the checklist - find out what email address they use so that I can determine how they collect mail when I hand their machine back. It would also be useful to match the email address to the customer record anyway.
S.O. thought customers like these were bad for business, because they will be ringing me up every ten minutes whenever anything goes wrong that's vaguely computer related. Whilst this could be an issue in the future, I don't really mind so much at the start of the business, if it makes me more aware of the issues people will face in the future.
The jury's still out, and probably will be for a few months yet
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S.O. pointed out that if, say, PC World had wiped and rebuilt his machine, they wouldn't be taking phone calls about "broken" printers or missing emails.
ReplyDeleteThen again, PC World have been in the business for a little while, not just a week like me, so they've had a chance to hone their procedures.